Failing to clear deceased father's account

My dad had an personal loan and credit card that has credit life. He passed on 25/10/2014 and my brother took the documents to ABSA early November...A lady said the docs where correct and they gave us documents to take to the hospital where he passed on for his Dr to fill in and he filled them in we then took it back to ABSA and they said th other form was suppose to go to his GP. Okay I then took the form to my father's GP and he completed it in full I then gave the form to my brother to take it to ABSA and he did that. In January I went to ABSA to check if the accounts have been settled the lady told me it's not and she gave the documents to her colleague but she's not at work. She then took my numbers and said she will call me but I never received any call from Absa. Last week my mom went there with my sister in law and the consultant didn't even know where she put my dad's documents. Eventually it was found and they told my mom to get sick notes from the Dr...I mean both Doctors have provided information on the forms so why they didn't tell us they need sick notes? What makes is no one in Absa is contacting us we have to drive there everytime. Can Absa just settle my dad's acc!