Unacceptable Delays and Contradicting Instructions in Handling Late Estate Account – Causing Avoidable Interest and Distress

This complaint relates to Absa’s handling of my late mother’s accounts and estate settlement. The experience over the last week has been extremely frustrating, distressing, and unnecessarily drawn out. My mother passed away recently, and there is a credit card balance owing which has correctly been listed as a liability on the estate record. I have been attempting to settle this amount promptly to avoid further interest accruing. However, despite my clear intention to resolve the matter responsibly, I am being sent back and forth between departments within the same institution. Timeline of Issue: The Late Estate Department initially advised that I could make payment and then send proof of payment. I emailed last Thursday to confirm which account I should make payment into, since the estate is not yet registered. I received no response. On Monday, I followed up and was told to contact the Credit Card Division directly. On the same day, I contacted the Credit Card Division, clearly stating the urgency and received and automated response that feedback would be provided within two business days. After receiving no response, I followed up today, only to be told that the Late Estate Department would advise me. I am now in a loop where both the Late Estate Department and the Credit Card Division are referring me back to each other. Meanwhile, interest continues to accrue on the outstanding amount which I am actively trying to settle, and my late mother’s cellphone is receiving automated WhatsApp payment reminders daily, which is extremely insensitive and distressing. This is not only inefficient but deeply disrespectful given the circumstances. I am requesting the following urgently: Clear written confirmation of the correct account details and reference to use to settle the outstanding credit card balance immediately. Suspension of interest on the credit card account from the date I first requested payment instructions, as the delays are entirely due to internal miscommunication between Absa departments. The cessation of payment reminders to my late mother’s number. Losing a parent is already emotionally overwhelming. The lack of compassion, coordination, and urgency from Absa during this process has made an already painful experience significantly harder. I expect this matter to be resolved swiftly.