BAD WHACK SERVICE!

We went to Mabopane Nedbank branch on the 27th of December 2024 to close off an account of my late Grandfather and we were told that the funds will be in our account after 32 days , till this date we haven't received the funds. We had to go back again last week and got assisted by someone called Lerato and she said we must give it 2-3 days but till today we haven't received any funds or even a mere communication from them to update us. what kind of service is this? I am so disappointed in Nedbank.