Terrible customer service.

My mother passed on in December so myself and my sister we are trying to get a letter of authority for her assets including the money she saved with Capitec. To access that at the Magistrate's office, they gave us a letter to request the statement with the bank. We since took the letter to Capitec Glen Marais on the 29th of January and a lady who assisted us said we would get the statement in 7 working days. My sister tried to follow up on the 05th and she was told nothing had been processed with that request and they would escalate it. When she called this morning, she was told no one had been assigned to her enquiry. This is really frustrating and disappointing to such a reputable bank. Other than suffering a loss, we are suffering to get adequate service regarding something so small.