Nedbank has the poorest service and communication!!

I am so disappointed in the service provided by Nedbank. My dad passed away last year May 31st and in June after his death I sent an email to the bank with his documents to inform them of his passing as my dad had an active loan. No one responded!! We received a letter in the post in Dec 2021 stating my dad had an active investment. I phoned in January 2022 and I was informed we need to complete the claim forms for the payout. We are April month and no one is responding on the payout of the investment and tell me in full that the loan balance has been settled by the insurance and we did not have to settle anything form our side. I'm so defeated with this service!!!