FNB refuses to process the change of ownership after receiving full payment on homeloan

My late mom had a home loan with FNB. I informed FNB and submitted death certificate and ID when she passed in September 2021. We couldn’t get the letter of executorship at the time due to the well known challenges at the masters of high court from September 2021. FNB decided not to share any details on the account while awaiting the letter, understandably so due to the POPI act. However, soon they changed their mind as they wanted me to pay the account, which I did. However, FNB went ahead and moved my home loan to a deceased estate status instead of my mom’s, which clearly shows they have no measures in place or not in compliance with POPI act, except when it’s suits them. I had to fight to get them to rectify their mistake, and all they could say was that mistakes happen to all human beings. I then decided to pay the full amount outstanding on my mom’s account and submitted documentation instructing FNB to start the change of ownership process. Once payment was received and confirmed by FNB, on 18 May 2022, then the trouble started. @FNBSA deceased home loan department went mute and has been non-responsive on emails since 18 then, telephones lines are not going through, and if they do, they get cut off for no reason. I then decided to go to twitter to try to get them to atleast give the status of the change of ownership, and was informed I would get contacted with an update, and that was on 31 October 2022. I then received a number of sms’s promising update within 48hours but nothing to date. I then received an email telling me that FNB cannot share any information with an unauthorised person, even though I submitted the letter of executorship in March 2022, and had been communicating with them, and also paid the balance on the account. Besides losing my mom, dealing with FNB has been the most frustrating process. Lack of professionalism, unresponsive, disrespectful, condescending seem to be the order of the day. They have full payment on the home loan but refuse to hand over the ownership to the rightful owners. Onthatile Rammile, Sipho Skhonyela