EXETREMELY DISAPPOINTED CUSTOMER

My grandmother was a loyal FNB customer for many years, she had an account, Will and possibly other accounts with them. I started engaging with FNB about my late grandmother's Will in March 2024, which they confirmed was drafted with them, but after she passed away they filed it with the Master of the High Court Pietermaritzburg in 2004, they did not advise if they had previously given this Will to any of the family members before, they advised that I should contact the Masters office and so I did. It took some time for the Masters office to get back to me, they recently advised that they can not find the Will as FNB suggests it's with them, I have been emailing Mitchell Nicholas and his team advising them that the Master's office says they can not find the Will, they asked Mitchell to assist them by producing proof that it was indeed sent to the Master of the High Court Pietermaritzburg, but he has been silent throughout these email communications sent to him and his team, I am very disappointed, as I do not understand what is so difficult to provide the information the Masters office requires. If they can see on their system that the Will was sent to the Masters office in 2004, as they advised on email communication to me, how then are they not able to issue a receipt of confirmation for filing the Will with the Masters office, it would be very strange and worrying if FNB just files Wills for storage but can not produce evidence that they truly did as they say they did. As an FNB customer myself, I am very disappointed with the way my matter has been handled and my grandmother's estate is stalled by this very Will they can not produce. I hope someone from the institution does something to assist and find this Will, as this is urgent. Very, very disappointed, I can not lie!