First National Bank bad service

I am not happy with First National Bank Klerksdop CBD branch.

The documents for the late estate to release funds was done over a month or 2 ago, 2 weeks ago they said that the funds are processed even now we are still waiting for the funds to reflect in the late estate account.

First they tell us that they don't transfer funds to the late estate account if the account is with another bank, and we were forced to open a late estate account with them while we have one opened with another bank.

When I called the call centre on the 4th May the consultant confirmed that there is no way that we will receive the funds because the initial account of the deceased is inactive. They first need to activate it then transfer the funds to the late estate account meanwhile we are told by the branch that the funds are processed, 2 weeks ago..

How is that even possible They are taking advantage of my mum because she doesn't understand these thing.

I don't want anyone to be fired, I want them to start doing their job and provide correct info to their client. If they don't know what must be done, they need to ask their supervisor or request for training.

We need this sorted out please. A lot is at stake here..