Unhappy customer, lack of communication

Absa Bank Zevenwacht Mall/ Deceased Estates

On the 5th February, I went to the Absa Zevenwacht Branch as I was notified that my deceased mother had a fixed deposit that needed to be paid out to me, the executor. Yolandie assisted me by taking all the necessary documents from me i.e my ID, my deceased mom's death certificate, the letter of executorship and emailed the deceased estate as they advised me the amount was too high for them to process at the branch. She confirmed that the email was submitted successfully and the deceased estates department will contact me in 2 weeks as that is how long the process takes. I was not given any confirmation from Yolandie, only that I will be contacted and that all was in order. 2 weeks later, I called the deceased states number *** to follow up to which I was told, it was still in process. On the 26/02/21 I called again and was advised the payment will be processed on Wed, 3rd Mar and I will be notified of the payment. By Wed, 3rd March I called again as I received no contact from Absa to which I was told by Stephan Pretorius that the payment is at the payments office and he will fast track the payment. He then sent an email to ***ca and copied me in on the email to which I did not receive a response. Yesterday, I rep**** to the email and asked for feedback and of course I received none, so I called once again. This time, I spoke to another lady who then advised me that my proof of address was old and they email Yolandie at the Absa Zevenwacht branch to request and updated proof of address. I was very unhappy as I everytime I called, there was a different story to be told and not once did anyone call me to advise me of anything! I demanded to speak to a manager and then I was put through to Kibunye. I explained to her what had transpired to which she said, she would sort it out, took my number and said would call me back. She did call me back only to tell me that the letter of executorship now needed to be amended as it did not include the fix deposit. A month later and I am only now told that I need to go back to the Masters office to get the letter amended. Such a lot of back and forth with me constantly having to call to follow up and no correspondence from Absa at all. Yolandie who initially took in my application clearly has no knowledge of what she is doing because I have not even heard from her even after she was emailed from deceased estates.

Kibunye advised me she would send me the bank statement that I would need to submit to the masters office but I have received nothing yet. I called her again today requesting the bank statement as I now need to make arrangements to go to the masters office on Monday in order not to delay this process any further and she said she would call me back. I called her at 11:30am and it is now 14:52pm and no response to date.

I am very disappointed in the lack of communication and the time and money I have wasted in calls and trying to get this sorted as soon as possible but the lack of knowledge and all the different responses I have received is unacceptable. Who are the people employed at the call centres as they are giving incorrect information to the customers and the money spent on constant calls, its unacceptable.

Absa Bank is one of the leading banks in South Africa and this kind of customer service is unacceptable especially with this kind of nature which is deceased estates.

I would like feedback immediately as I need to make arrangements to go to the Master's Office on Monday as I now need to take off from work when I am already on short time to sort this out.