FNB versus Anriette Otte (Centurion mall branch)

I am beyond disappointed and angry at FNB today, and have been for the past 6 months. I simply do not know what to do anymore. I have been struggling for 6 months to receive the payout for my dad's policy held by FNB (into the estate acc). The response has been "payment in progress"...and now the matter has been "escalated" (for the past 2 months). The hold up of this is very negatively impacting the progress and finalization of the estate 😡. COME ON FNB, for heaven sakes , start treating your clients as humans, and stop allowing a machine to respond to my constant enquiries.