My Father's late estate

Case Number CN*** One needs to be immensely moved to write a comment on Hello Peter, whether in a positive or negative way. I was immensely moved in a negative way by FNB’s Late Estate department. In an effort to resolve my late father’s estate matter I was taken aback by their lack of care and efficiency on the matter. 31 July 2022 I went to a branch and submitted the relevant documentation to finalise my father’s late estate, the Springs branch consultant Mukhethwa, who had speedily and efficiently assisted me informed the matter has a turnaround time on 30 days. Due to lack of an update I called the late estate department *** on the 29 August 2022 to enquire on the progress, where I waited 45mins to get assistance. Finally I got to speak to the call centre agent who informed that my case was allocated to Sonja Louw who would be in contact with me to give me an update. She then informed that me that for amounts higher that R1000 a late estate account has to be created as they cannot transfer those funds directly to me. What she said is she would leave a comment to request that the case not be restarted but be finalised as soon as the account is created. I went back to the branch on 31 August 2022 and the late estate acc was created on the initial reference number to ensure that the matter is not restarted. The consultant tried to call from the branch to ensure that this is the case, but the late estate number is not one of the listed number that their phones allow. The onus was on me to verify if the case will continue. I was optimistic that the case would be finalised soon and receive a notification of the progress. Alas! I call again 1 September 2022 to confirm receipt of the newly created acc, but I was told that the case has been assigned another turnaround time of 31 working days. Mind you I am representing people who are beneficiaries to these funds. I have not been notified of any changes so I can provide feedback. Nonhlanhla was also taken aback by the situation as it now stated that there were outstanding documents, which is not true. I satisfied my part as a client on July 31, now I am being penalised for not knowing their processes? How was I to know that the funds needed a late estate acc and that with every change on the case another 31 day is allotted to the case? I wish I was at least updated so I can manage my high expectations of this department/ institution. This was so disheartening, you can even retrieve the call and hear that I was hurt more than disappointed, to how we put our trust in institutions who only see us as case numbers and not people, worse grieving people. They obviously don’t know the strain of trying to resolve one’s late estate. You pray that it be a speedy process so you can sit down and mourn your loss. I wish Sonia doesn’t have to feel the strain that she has put on my heart when she one day loses a loved one. This diluted your pay line of “how can we help you” to empty words. I will wait again, because what else can I do. Regards