Why can’t we get our money

Good day,

So my mother’s name is Mrs Nana Anna Thwala who has been going to Nedbank for the past 4 weeks to claim her husband’s late estate. She was was then facilitated through the process and on the 19th of November 2020 she went to the Nedbank branch in Mamelodi West(Denlyn) to have the funds transferred from the Investment account into the late estate account. She was then advised that she should come back on Monday the 23rd Nov where they will confirm when the funds will be in her account.

She then went on the 23rd Nov and wasn’t able to get anything tangible, she then returned on the 24th where she received a ledger from the Nedbank branch in Mamelodi West(Denlyn) stating the the following funds of R490 000 and R90 000 will be transferred into the account. She was also advised and the penalty fees we app****. It is now 7 days after she was promised in the 24th Nov that the funds will be in her account by the 27th the latest and that is not the case. She and her son then went back to the bank on Friday and Saturday the 27th and 28th the Deputy branch Manager Tshepo escalated the matter to the deceased investment department and on Monday when we went to check there was no response to the email sent and no action taken on the matter. We then proceeded to ask the Branch Manager (Doctor Dlamini) and his Deputy (Tshepo) at Nedbank Mamelodi West (Denlyn Branch) and they sent an email to the department head of this division in the form of an escalation and when called today on the 1st Dec 2020 to get feedback there was still no correspondence.

This matter is rather disheartening. This is an elderly lady who is struggling to put food on the table and to have a decent place to stay as she is currently renting. These funds were meant to assist her in getting a property for herself and the family but that cannot happen as the bank is very emotionally closed off to this family current state of living and desperation.

The branch manager and his deputy at Nedbank Mamelodi West (Denlyn) just sit there and say that there is nothing they can do because they are not getting any responses and there is no line to reach the relevant parties whom are handling the matter.

I am appealing to the humane side of the people working at Nedbank. Please help, please assist this family in getting what is rightfully theirs.