FNB LATE ESTATE DEPARTMENT A BIG FAIL

The FNB Estates Administrator Fhatuwani Mulangeni from Pretoria branch has been handling my mother's Estates for quite some time and our issue is still pending. My mother passed on 2021 and she had a Will/estate with FNB, this lady doesn't check if all documents are correct whenever she requests them. Now it's time to make payment she just informed us (after numerous times of following up let alone years) that our documents has been rejected due to no initials at the bottomof wach page. My question is why was this not stated when we sent her the forms she needed to proceed with our case. This issue could have been resolved a long time ago, this has brought nothing but pain and stress to us beneficiaries, while grieving the ones you've lost, you have Administrators like Fhatuwani who are not trained properly let alone handle cases of this nature (with the out most sensitivity) are the ones doing this. I'm highly highly disappointed in FNB ESTATE FIDUCIARY DEPARTMENT. The time and heartache we've endured in this has made us lose faith in that department. Natasja Roodt is the manager in that department not sure as to why she doesn't check what her Administrators are doing wrong.