Formal Complaint: Unacceptable Delays in Deceased Estate Payout

To Absa Customer Complaints / Deceased Estates Department

My name is Jeraad Pillay, and I am the executor of my late mother, Zelda Pillay’s estate.

I am writing to formally express my extreme frustration and dissatisfaction with the manner in which Absa has handled this estate. What should have been a straightforward administrative process has instead turned into months of delays, conflicting information, repeated follow-ups, unnecessary expenses, and a complete lack of accountability.

Please note that this complaint relates specifically to the outstanding payout of the estate and is separate from my fixed-deposit matter, which is also currently being handled by Absa and has been an equally frustrating experience. The repeated difficulties I have experienced with Absa are becoming completely unacceptable, and I would not recommend Absa to anyone based on the service I have received.

Unacceptable Delays and Poor Communication

The estate process began earlier this year, and we are now at the end of August, yet the matter remains unresolved.

During this process, I have made several trips to Absa in order to open an estate late account and provide the documentation requested. Each time, I was given different information regarding what documents were required or what was supposedly outstanding.

One of the most concerning incidents occurred when the consultant who assisted me with opening the estate account failed to submit the required documentation altogether. This resulted in approximately a month of unnecessary delay before I was informed that the documents had not been submitted.

I was subsequently told that my supporting documentation had been sent through. Despite the delay being caused by the consultant's failure to submit the documents in the first place, I received no meaningful apology or explanation for the inconvenience and wasted time.

This level of inconsistency and lack of accountability is unacceptable.

Two Months Waiting for Payment

I have done everything that Absa has requested from me. Whenever I follow up regarding the progress of the matter, I am repeatedly told that the matter is "with the Payment Department" and that I simply need to be patient.

My question is straightforward:

How can a payment remain with the Payment Department for approximately two months without being finalised?

The matter has also been escalated on several occasions. On multiple occasions, I was promised feedback, yet I never received the promised communication.

I should not have to repeatedly call Absa to obtain basic updates on an estate matter. If a matter has been escalated, the responsibility should be on Absa to provide the promised feedback and ensure that the relevant departments actually action the escalation.

Conflicting Information Regarding the 90-Day Period

I have also become aware of complaints where Absa has apparently referred to a 90-day waiting period in relation to deceased-estate payouts.

However, I was personally told by an Absa consultant that the matter would be resolved within approximately one week. I was subsequently given different information regarding a 90-day period.

It has now been almost six months, and the matter is still unresolved.

If there is a legitimate regulatory, legal, administrative, or internal requirement preventing the payment from being released, I require Absa to provide this explanation in writing, together with the specific reason why my matter remains outstanding and what, if anything, is still required from me.

My Demand

I have fulfilled my responsibilities and provided the documentation requested by Absa.

I therefore demand that Absa:

Immediately finalise the outstanding estate payout. Transfer the balance of the estate funds into the estate late account without further unnecessary delay. Provide me with a written explanation for the delays that have occurred. Explain why my documentation was not submitted correctly in the first instance. Explain why the matter has allegedly remained with the Payment Department for approximately two months. Provide a clear explanation for the conflicting information regarding the expected payment timeframe and the alleged 90-day waiting period. Provide a definitive date by which the funds will be transferred. Ensure that any future communication regarding this matter is handled proactively rather than requiring me to repeatedly chase Absa for updates.

I have already spent significant time, money, and effort trying to resolve this matter. I have repeatedly comp**** with Absa's requests, only to encounter further delays and conflicting information.

I will not accept another round of unnecessary waiting or excuses.

If Absa believes that there is a legitimate reason why the funds cannot currently be released, I expect that reason to be provided to me in writing immediately, together with the specific outstanding requirement and the steps Absa intends to take to resolve the matter.

If the matter is not resolved promptly, I will have no choice but to consider further formal escalation and legal remedies available to me.

The deceased-estates department should provide families with a professional, efficient and compassionate service during an already difficult period. Instead, my experience has been one of repeated delays, poor communication and unnecessary frustration.

Absa needs to take accountability and resolve this matter now.

I expect a substantive written response and confirmation of the payment date without further delay.

Jeraad Pillay Executor of the Estate of the Late Zelda Pillay by