Refuses to pay out last will money

Capitec *****s money from families when they are trying to sort out the last will of the family. Capitec support and the customer team Do not provide feedback, they tell you to submit documents, and then they refuse to provide feedback. It’s been over three months, and we are trying to get the last money for the estate. They refuse to make payment as they still have to fica the process it’s been 3 months how long does a fica take? In the intern the family is hungry and cannot buy food as all there salaries goes to keeping a roof over there head, Capitec needs to be rated for the **** bank of the year