No service delivery

I would like to express my disappointment with a lack of service at Capitec Bank Protea Glen Mall. November last year my younger brother was ****ed in a hit and run accident, my mother obtained a letter from court to go to the bank to access his account in order to determine whether or not she will need a letter of authority as my brother was unmarried and stayed with our mother. The consultant who was assisting us by the name of Prince said the process will take about 2 days and when the statement is ready he will call us to come to the branch, this was before Christmas although I do not remember the exact date. When we did not receive anything in two day we took into cognizance that the departments might be working on skeleton staff seeing that it is festive season, and again in the new year we gave them the first week of January. When we went back today for the feedback, it turns out that nothing was done the application was not even processed, the consultant who was assisting us is on leave and the branch manager was of no assistance. What a horrible way to be treated while grieving a loss of a loved one.