Pathetic service

Hi - On the 11th of June, we approached the Phoenix Plaza branch and requested for an estate late payout on Mr P Subram*** account -. Andiswa Ngcobo assisted us at the branch and advised it will take 14 days to be transferred from FNB to Absa and the cheque account for my dad will be closed after the which the funds will be transferred from FNB to ABSA. All documents were given, however its been 20 days and still not payout. Further i called the deceased estate department and they advised no documents or query was sent from Andiswa Ncgobo. I need to know what is going on. Why was this query not dealt with and i am also advising that this case will be logged with the Banking Ombudsman and complaints commission. This is pathetic.