Bad Service

Good Day

I will get straight to the point, I have been taken from pillar to post by Capitec employees( The Glen Mall to Cresta Mall branch). Its now a year I have been going to Capitec bank(The Glen Mall to Cresta Mall branch) asking them to assist me by transferring funds from my mother's late account, every time I go there I'm being told that there's a document missing and when I give them the missing document I'm told to come some other time. Last week I went there and I was told they will get back to me, as I'm writing this I haven't got any response from them. So I don't know what to do cause those funds I could have done something valuable but because of Capitec bank(The Glen Mall to Cresta Mall branch) I'm stuck. So my question is why is it easy for Capitec to receive our money but difficult to give it back or should I say transfer it to my account.

Thembisile Mbatila ***)