Pathetic service and absolutely no assistance at all!!!!!

I am very dissatisfied with the service from Nedbank, I am not even banking with them and after this never will. My mother passed away on 2 July 2021 due to covid, and one of the documents for UIF that needs to be signed and stamped by Nedbank to confirm my stepdad's banking details because he is the beneficiary but he is also in hospital with covid in a covid ward and Nedbank still need his original ID, an original letter from him giving permission that I (their daughter) can take the form to be signed and stamped by Nedbank. I have a certified copy of his ID and a statement on proof of his banking details with me, I even told the manager that they can call my Stepdad so that he can confirm. How are we suppose to get his original ID and a letter from him if he is in covid ward??? This is not even following covid protocols!!!! They just keep on saying it is their process to follow, well maybe you must have a look into your processes due to situations like this in this pandemic time??? Secondly, I've been struggling to get hold of a manager at Nedbank Secunda from last week already, I've been leaving messages and no-one called me back. Today I hold on for more than 40minutes to eventually speak to the manager at Secunda Branch who told me the above. What a waste of time and airtime. And don't tell me the excuse is the looting and riots going on now because I've been trying from last week Wednesday to get hold of a manager in Secunda branch.