Life Policy Claim taking the whole year from Absa Bank

I am escalating the below complaint in relation to a long overdue life policy claim for my late mother. Several follow up emails have been sent to Daria Adams and no response is received.

Furthermore, a complaint was logged to action line and reference C-***2 received with confirmation that feedback will be provided within 8hours but no feedback was received.

I have been at the Clearwater branch since 12 noon today only to receive an email from Daria Adams at 15:30pm after several attempts by the branch staff to contact her/him. The email says the documents, which have been sent multiple times from the 19th August 2024, are still outstanding.

Please understand the inconvenience this is causing as the whole estate winding up process is now delayed due to this.

Imagine the pain of dealing with losing your mother and having to fight for the whole year to get her estate resolved because of her bank.

I went as far as reporting this to the CEO complaints mailbox and still no feedback.