Hold on Account

I opened a Late Estate Account in April and its December now and there is still a Hold on the account and they are saying i should have submitted the deceased ID copy of which i did but the a member in the branch said they do not need it because there is a Death certificate. I contacted the Regional and spoke to Kelebogile and she told me that I should that they need the Id copy so im perplexed as to how the Branch and the Regional work because there is a reason a branch is there and i can't receive different information from both. This is causing significant inconvenience.

I request that you investigate and lift the hold immediately.