Terrible service from deceased estate department

I submitted a balance request to the capitec in my area regarding a deceased estate of my late father and I submitted the documents required, this was last Monday and I still haven't heard back from capitec. It's exactly a week and still no feedback, I went back to the branch in horizon view on Thursday to do a follow up and was assisted by Lynton Solomon, who has been helpful but unfortunately his hands are tied as he is also waiting for the deceased estate to get back to him. What is happening? Why is the service so poor, the is no urgency or turn around time, the service is atrocious. I'm appalled