Very bad service and selfish

Very bad service I have been trying to access my late mother's finances since from January have provided all the necessary documentation but still today am being taken for pillar to post when i go to the branches the consultant just tells me she is still waiting for response when i call them to enquire am being told i must communicate with via email. Then i send an email am being answered by a auto response saying i must wait for 20 working days for my matter to be looked at . It has been more than 20 day still nothing. Was hoping to re- invest but am having second thoughts hai they don't value their customers shame all they care about is themselves they are selfish and to think an the one that advised my mother to invest with them . I wish to never step my feet on other African bank ever again 😫 😫 😫