Endless Follow-Ups with No Feedback from Standard Bank Deceased Estates

I am extremely frustrated with the ongoing lack of proactive feedback from Standard Bank’s Deceased Estates department regarding Matter ID ***0. Despite multiple follow-ups, no one has provided any meaningful updates unless I chase them myself — even though I have comp**** with all requirements on my end.

Here’s the timeline for context:

3 July 2025: I physically submitted all required documents to the West Street Standard Bank branch.

11 July 2025: I followed up via email, sending the documents directly to the Deceased Estates team myself.

12 July 2025: I received an automated reply acknowledging receipt and that someone would contact me based on their published timelines.

14 July 2025: The team confirmed that the turnaround time for processing is 30 working days, starting from 3 July 2025.

17 July, 21 July, 22 July 2025: I repeatedly followed up via email asking for an update or any information on progress — with only generic responses in return explaining that the Transactional Team would handle payouts in “due course.”

As of 22 July 2025, I have yet to receive ANY direct update, phone call, or email explaining where we are in the process, what steps are outstanding, or when to expect the funds to be paid out to the Master’s Representative — despite Standard Bank stating that feedback is provided within 30 working days.

I even asked for clarity on whether the 17-day period they mentioned for feedback is business days or calendar days — but no one has confirmed this. If it is indeed business days, surely we are now nearing or exceeding that period based on the 3 July submission date.

It is extremely disheartening that I need to constantly chase for answers on a sensitive matter such as a deceased estate payout. It should not be the bereaved family’s responsibility to manage this process on the bank’s behalf.

Standard Bank — I’m asking once again:

1. When can I expect a proper update on this matter? 2. Has my case even been escalated to the Transactional Team? 3. Why is there no consistent communication on progress for something so important?

This experience has been appalling and deeply disappointing, especially for a bank of your stature.

I sincerely hope this public escalation prompts proper action.