No compassion for family of Covid deceased client.

My mum and I visited ABSA Chatsworth today and were apalled by the service received! We had gone on our THIRD visit to transfer my late dads funds into a new investment account. The employee who assisted us previously did not mention certain documents we needed neither did he say that the process to transfer funds will take 6-8 weeks. We were then approached by the "manager" whom on my way out i got her correct designation as "customer care hosting manager". After we explained that the employee had not informed us of the certain documents to bring the so called manager defended the employee in front of a bank full of customers. Furthermore, she had the odasity to say I am being rude when ia asked her if this is how she treats customers who are mourning the loss of a loved one and it has only been 3 months since my dad passed away. I am assisting my mum as her literacy levels are not quite good and furthermore my dads death due to Covid has left her traumatised. I want to know if the customer hosting manager is one in the same as the Branch manager and if not the employee and ABSA has to answer to this misrepresentation. She became extremely rude and publicly humiliated my mum and I. She even told me that she is not talking to me and i am not the executor,but let me remind you again that my mums literacy level is not good. Now do i say this in front of a bank full of people? Not once did she even care to apologise! The employee and her did not even know the difference between a letter of authority and executorship???? How does she as a so called Manager become a manager if she does not know how to treat customers during the time of bereavement? We do not even want our money withdrawn but re-invested. The shocking thing is that there is a 6 digit amount that we are talking about here. The irony is that in me doing a Doctor of Philosophy degree specialising in Management, Leadership and Policy, my mum and I were treated like worthless human beings. Shouldnt the visit to tend to a deceased family member require compassion and care??? ABSA has some serious answering to do as there were many people who witnessed this imcident! We are still in shock at how we were treated by this "manager" of ABSA Chatsworth in Durban. The loss of my father and his money which the manager and her employees do not care about has deeply depressed us. I would like the Regional Manager or a high ranking Manager of ABSA to call us immediately regarding this incident. Emotional damage is already done!!! I do not know how ABSA is going to deal with the "manager" who attended to us and what is ever going to mend us emotionally!!!