Why does Absa not respect people or atleast sympathise

I am truly disappointed and disgusted by the bank's service. We lost our father and he had funds in his account with Absa with acc no ***. My brother got the letter of authourity and submitted all documents needed to Absa at the beginning of October 2021 and they told him it would take 2 weeks for the money to reflect in his bank account but till today all we hear is that the matter has been escalated every time we do a follow up. How long do their escalations take to give people what belongs to them?