Late estate complaint

I opened a late estate account for my late mother at Absa on the 12/07/2017 and to date no update has been provided after I sent through all the required documentation.

I have been dealing or liaising with a few consultants in the late estate dept. The last time I followed up telephonically, I was given a turnaround time of 8 business days which ended on the 01/11/2017. I have tried to follow up on this matter but the consultants in the department don't seem to care or they do not know what they are doing. For example, a consultant by the name of Palesa advised that she is unable to check the progress of the query because there is a new system and she does not know when it was implemented when I questioned her further on her response.

Further to the above, I requested to speak to the manager in the late estate department on the 01/11/2017. Palesa claimed that the manager is busy and unable to take the call and they do not call back clients when I requested for a call back. Again, on the 07/11/2017 I phoned and Palesa answered. She told the same story as on the 01/11/2017 and again I requested to speak to her manager but again she claimed that the manager is busy. I became persistant until the manager by the name of Deidre who also said that their systems were offline. I requested her to update me via email and provided her with my email. I asked her to send me an email just to confirm that she got the correct email address but she dropped the call. I phoned her back, she admitted that she hung up. She promised to give an update by the 10/11/2017 for the latest but there was no response at all.

To me all the above clearly shows that there is no accountability, integrity, no compassion. If this is how Absa treats their clients, atleast they must do right by their Deceased clients as a token of appreciation for their loyalty.