Extremely poor service

It is exstremely traumatic to deal with Capitec. My niece passed on and the court gave us a letter to give all the banks. All the banks responded to the letter except for Capitec. If my niece's passing was not enough, they sending us from pillar to post, at the branches, hang up on our calls and Audrey in the deceased estate department never come back to us. We have been struggling for over 6 months with this bank, have sent over 30 emails and over 100 calls without any help. We have so many reference numbers and this is just one of them ***9. They emotions are so overwhelming i dont know what to do anymore😥😥