Nedbank Eastrand Mall branch failing handle a late estate account.

Nedbank is suppose to be assisting me with my late fathers estate account and transferring of the funds from his old account, but they are sending me from pillar to post. Looks like their stuff members do not know what steps or procedure one should follow to execute my request. There is no update whatsoever I must go to the branch in Eastrand mall to get any update. When I get to the branch is only them that I am told to submit further documents.