Unhappy with deceased bank statements procedure

Good day, I always had a wonderful experience with capitec bank, until I had to submit a letter from the master of the high court to request my deceased partner 3 month bank statements. I was told 7 days maximum, well its past that date. I've complained to social media who said they will follow up. Ek wag nog.... The longer this takes the longer it delays me to get to a start of getting the authority I need to start the processes. 7 days has passed and I need those statements. Other banks can do it in 1 day, I don't see why capitec needs to be so slow. You have always given me excellent service but this is ridiculous!