Pathetic service at Capitec !!

On the 4th of November I submitted court documents to the Riebeek and Adderley Street branch from the court instructing Capitec to provide me with late brother's bank statement, the consultant scanned all the documents to send to deceased estate department. I then asked the consultant how long will it take to receive the statement and she advised that it will take a maximum of 7 working days. She then further asked me whether i would be collecting the statement from the branch or I prefer her emailing me the statement, i asked her to please email it to me and I gave her my email address.

Yesterday i made a follow up by contacting the branch and there was no answer, I then contacted the deceased estate department myself and i was advised that the statement was sent to the branch on the 09th Of November and lady said she will resend it to them again and i should go collect it. Guess what the branch still did not email me the statement I then went to the branch and that is when they looked at their emails and of which it was only a certificate of balance not a bank statement as per the court instruction. The certificate of balance is not going to help us as a family at all to determiner his debit orders that he had including policies from other institutions that he had debit orders with.