Shocking poor service

I am attending to the administration of a deceased Estate. We have requested ABSA as far back as 17 June 2025 to provide us with certificates of balances and to transfer the funds of the deceased to the estate late bank account. It is now almost a year later, and the funds are still not reflecting. No feedback from ABSA on when we can expect the transfer of the funds either. It is really shocking how bad the service is that we are receiving. I am advising the Executor now to proceed with formal Ombuds Complaint as even escalated emails are not being resolved.