Poor service from nedbank deceased estate

What a horrible service I'm receiving from nedbank regarding my mom's estate. Around the 10th of September 2020 we opened an estate late account at Diepkloof square branch, my mom had an investment with nedbank so I was advised to write a letter for the closure of all her nedbank accounts and for the investment money to be transferred into the deceased late account. At first the consultant advised me that it should be done within a week. Two weeks passed I went back to the branch to check if money had been transferred the consultant said she received feedback it would take a bout a month for everything to be finalized to date nothing has been finalized. I'm angry because I'm not getting any feedback, when I call the deceased estate number it has an automated response that they only take queries via email but I've already sent numerous emails all I get is an automated response that my query will be responded to within 48hours but it's been weeks already. It's pathetic that even their branch consultant cannot get a hold of the department neither do they respond to the consultants email. I'm frustrated because now I get calls from my lawyer who was assisting me to get the letter of executorship because they want their money. Nedbank has a very poor service and it's not the first time I receive such bad service that is why I will never use nedbank neither recommend it. All I need is feedback of what is happening and what is holding the money back