NDE ABSA useless

Service from ABSA NDE is non-existent. I was issued with a letter of authorisation by the mater's office on 30 August 2021 and that very same day I took it to our local ABSA branch to be sent to the department dealing with finalising my deceased mother's bank account. Today on 2 November 2021, after numerous calls and e-mails I am still being told that my mother's case is in the queue for FICA and verification with the master's office. I am aware that the master's portal was down for a while but I would expect ABSA to put in an extra effort to catch up on their arrears cases and live up to their promised client service. I also find the staff at NDE very indifferent and not helpful at all. All they do is making empty promised of escalating the case but nothing happens. they are also (very conveniently) not allowed to cc the client in any e-mail sent to management for escalation requests. I feel like pulling out my hair one by one as that will be less painful than dealing with ABSA NDE - supposedly the leading bank in Africa!