Frsutrating Experience - Incomplete services and slow processes.

In October 2025 - We opened an Estate Account at the ABSA East Rand Mall Branch. The Consultant Luleka who assisted advised that she can only open the account but can not send the documents off to deceased estates department as this needs to be done by the Customer services department. On the Friday the 10th October 2025 we were in the branch but could not open this account account because of the CASA match found on my late mom's name as well as my dad so we had to wait the process of clearance. I also needed to sort out my dads card as well as the power of attorney but because of the match this had to wait. My brother had to continue with the process of opening the account because I had to return to Kimberley. On the 14th October 2025 my brother returned to the branch with my dad to continue with the opening process. All the documents were handed to Luleka including my proof of address with the ABSA 3122 declaration on the Friday the 10th October. Once the account was opened Luleka advised them to go to customer services to update the FICA on my Dad's account, change he's debit card but she was able to assist with the power of attorney since my dad is 80 yrs old and cant really do alot. The documents were all handed in at Customer services and the clerk assisting said she will send through the documents. I was advised that as the client I will have to follow up with deceased estates department and this can take 3-6 weeks for the closure of my mom's account and the monies to be transferred to the Estate late account. On the 8th January 2026 My dad called in to the Deceased Estates department only to find out that NO DOCUMENTATION was recieved and no file has been opened this after all the documents were handed in as requested. The documents that were handed in was : Deceased Id, Marriage certifcate, Dad's Id, Letter of Authority, Proof of Address with ABSA 3122. My Brother nor I recieved a case reference no. as was the process. We did not even know we had to get this. Why was this process not completed as advised. As the customer I was patient and followed your processes as I was requested by the consultants but still incomplete services recieved. I can not wait again for another 3- 6 weeks for your processes to be finalised, It is going to be 2 months since we visited the branch. Please kindly call me on ***. Nazrana Jamaloodien