Estate late account keeps on being delayed

On Wednesday 21st October I went to the branch to open a Estate Late savings account for my late father. On this day the consultant said that the normal procedure do not apply anymore (as I had a account for my late father at opened at this branch in last year but to find that its closed and I have to re-apply) and I have to hand in all documents at the branch and she will be in contact with me within 24-48 hours. Needless to say I had to contact her on Thursday 22nd at 16:30 to ask how far the process is and again definite answers. This morning i got a call from her stating that this process now will take at least 3 workings more. HOW IS THIS POSSIBLE?? After speaking to a consultant Aneesha at head office she assured me that there are procedures that the branch can follow should the person or department cannot be reached (this was the explanation given by the sales consultant) When a family is grieving and depend on monies that needs to be transferred why is NEDBANK giving us so much grief?? I am SERIOUSLY considering moving my investments, and my accounts to another bank after this AWFULL service since NO ONE will help me open this account.