Shocking service and utter non consideration for the customer

On the 17th June 2020, my aunt went to Absa Lenasia branch to get balances on my late mother's accounts as instructed by the Master court. A lady who helped my aunt confirmed that my aunt has an added benefit that contributes to burial and asked my aunt to come back with the documents to claim a benefit of about +-20,000. The handed her the documents with balances. on the 26 June 2020. My aunt, my brother, and I went back to the master court with the documents with balances they required. When we got there they sent us back to the bank because of the statements only balances but on available it was 00.00. this is because the accounts are investment accounts meaning available only shows at the maturity date. the Master of the high court advised that at this stage they needed to give us all the balances regardless of when the accounts are maturing. We went back to Lenasia branch asked for them to indicate that these amounts are available also presented the documents they needed for the added benefit. we waited for more than an hour as the lady was emailing documents and having us complete a claim form and sign. she then handed us a copy of a claim form and told us the money will appear in my late mother's cheque account in 48 hrs. we requested for the document that states an amount that was to be and into the cheque account for the Master court, she told us we only have to give them the claim document with the policy number as this is the process. We went back to the Master court, they told us to go back to the bank as they only deal with figures. we then decided to go to the Protea gardens branch of Absa. we were assisted by a gentleman who after confirming the account was a prosperity account which is a senior citizen's account and that because the balance is over R120.00 the account qualify for the added burial benefit. we asked for the document that states how much is te benefit. He called Absa life cover. they asked him to check on the pamphlet for the amount covered. he took some time looking upon his computer then told us this account does not qualify for the benefit. we then asked to speak to the Branch manager as we could not believe this shocking service. we met with the branch manager and without a show of remorse or empathy simply said it's not their fault. its Lenasias branch fault. she also called the life cover who simply said they received the claim but the benefits on this account were updated. there was no apology, no empathy no remorse. we were just expected to understand that we wasted time for nothing, we were misinformed and there is nothing Absa can do about it. I asked to lay a complaint with the Branch manager who showed no care at all that even her employee confirmed this benefit. she left the office came back a few minutes later with a piece of paper and pen and told me she will write me a number I need to call and they will transfer me to the branch. I told her to keep her number, honestly, I thought as a customer I have a right to complain and the branch should have the forms in place for me to complete to be still told to make a call is appalling. the staff at Absa is not knowledgeable, rude, pass the buck, not properly trained, customer service does not exist. I wasted my time, money driving up and down, no care about our health to be sent from pillar to post with COVID and restrictions, no care, and empathy for their customers. please pay the money as promised you told me about it without me asking you anything. false hopes for the bereaved family, that's cruel.