deceased department is a disaster

Good day

Upon opening the FNB deceased late account we submitted a notice of death, Burial order, report from the hospital and a Hand writtern death certificate issued by Home affairs. We tried explaining to the lady that Solomon Dhlamini's ID number *** has markers due to the fact that Home affairs blocked 2,5million naturalized people. Before his passing he was busy rectifying and was supposed to attend an interview but fell ill. The Home affairs blocked the ID and there is no way to declare him dead.

This is a complaint related to an estate account bank advisor, the lady incharge of the account does not want to verify the submitted documents at Home affairs and get an understanding as to what an hand writtern death certificate is. She froze the account without informing or asking where the original docs are. The Branch understood the documents but the lady wants to close the account without verifying the document. Nedbank has paid to the late estate account at FNB. This service is really frustrating please ask Pfunzo Tshiambaro ***. The team leader *** is also not willing to assist and verify the death as they are limited when it comes to Hand writtern certificate. Home affairs did state that is they call they will get answers but they simply say no they won't do that.

I am the executor Account - Late estate account ***. If Nedbank can verify the documents why can't they or is it a FNB procedure?