Capitec Bank is a failed project

Capitec bank is as useless as they come. They don't even deserve the 1 star. Capitec has up to date did not release my late brother's funds to the account of the deceased's executor. Firstly, they refused to give the executor the full bank statement of the deceased claiming that they can't issue the statement without a court order but other banks that the deceased used never requested that they issued the bank statements without any hustle. They requested a letter of executorship amongst other documents before releasing the funds. These were submitted on the 20th of December 2023 after which they said money will be released and it shall reflect in the bank's executor after 48 hours. 48 hours passed, went to the bank again only to be told that they made a mistake we should wait for 7 to 14 business days, that has passed and still the funds are not released. The executor went to the bank today, she was told to call this number ***, which apparently assists with the deceased enquiries. She then asked them, at the bank, to call and there was still no answer, claiming high call volume. I personally have tried to call this number several times since Monday without success. The branch manager as Capitec Bank Bree Street Johannesburg said there's nothing she can do. What can one do from here on regarding this? Capitec is such a failed project.