Poor Service from ABSA bank

If there was a 0 star I would give ABSA bank. I have been running from pillar to post with their consultants, I app**** to get my late mothers money 4 months ago and I was advised to submit letter of authority , death ,both out ID’ s and my bank details the funds will be processed after 2 months on the 3rd month I followed up and was advised the documents were never submitted I went to submit again and nothing happed, I received emails that I should go open a estate late account I went to pier 14 branch and I was advised that it is R500 and the required documentation.I went back again to be advised that my mothers surnames are different on ID and death , the lady refused to open the account. My mom is a divorcee and never changed her surname in home affairs they allowed us to claim policy with the same documents but all of a sudden now they can’t use those documents to give us out moms money ? I don’t recommend association with this bank . Poor communication from staff I am not sure whether their consultants are not well trained to advise correct information