Promise of lies with no service

I went to Capitec bank branch in westgate on the 20th October 2020 to apply for bank statement for my late mother with the relevant documents from my lawyers, so I was told I would be called back within 7 to 8 working days with feedback . Today is the 14th November 2020 and not a word from Capitec Bank westgate ,I don't know how long is 7 to 8 working days for Capitec Bank. What do I have to do get what is due to me Capitec ? For me Capitec bank has rendered themselves useless and to think my whole family banks with them. Thanks for nothing