Access of my late mothers accounts with insufficient documents

On the 22nd of July 2023,my husband and I waked in to a standard bank branch at Wonderpark mall. We were there to provide standard bank with my deceased mother in laws documents and inform them of her passing. The service we received was horrible to say the least and very dismissing from the consultants who assisted us. We spent close to 2 hours waiting to be assisted, only to be told that we should have called the standard bank line for assistance. When we got to the front desk, we were asked if we have the full documents in our position which we confirmed and the lady at the front desk asked us to show the documents to her. 1. Death certificate (original documents and certified copy) 2.Letter of executorship (original) 3.ID of the executor (original and certified copy) After showing her the documents she proceeded to request that we sit down and wait for a consultant to assist us. We waited for close to 2 hours and when we were finally assisted or called by the consultant Phenyo Moumakwe /Sibongile Mtshweni, as she did not introduce herself when she called us to the cubicula. She proceeded to say that she is not able to assist and that we should have contacted the standard bank line for assistance regarding such matters. My husband proceeded to explain that we contacted standard bank line on the 21 July 2023 Friday and they instructed us to go to the branch and hand in the documents we had at hand. As we were explaining she proceeded to shrunk her shoulders and say that she did not know what to say because she cannot help. She then called her colleague Phenyo Moumakwe/Mtshweni Sibongile as she also did not introduce herself and proceeded to also be rude and dismissive regarding the matter and explaining that the front desk lady would have not been able to help us because she does not know the process. I then proceeded to ask them, what their process is and only then did they open the system to assist us, then went on to explain that someone had already been to the branch to hand in documents and request for the accounts to be stopped/frozen. When we asked them what documents they received from the person they and explained that they only received a letter from the doj/master of high court with a request for a statement, we asked if they were provided with the original death certificate and the could not answer We proceeded to ask them that before we could enter the branch and sit down we were asked for the above mentioned documents and how is it that someone just walks in with insufficient documents and is still assisted and accounts are frozen and stopped without verification they still could not answer and only proceeded to say we must go to the doj to provide them with our findings which we do not have a copy of the letter that was provided to standard bank by the *****ulent person They also said that they will take a copy of out documents and report this to their ***** department after we questioned them numerous times as to why they proceeded with lack of documents and we will receive feedback within 14 days. We are worried and scared that someone is walking around with *****ulent documents and trying to access our mothers details with banks and other institution and for the standard bank consultants not to take this matter seriously is appalling and to not ask for sufficient information when someone brings such a matter to your attention as an institution is very negligent. I would expect that for someone to proof that they are the rightful owners of this documents they will have to provide an in situation with original documents and copies not just copies of some of the documents.

We have been dealing with a lot of institutions and they all ask for original documents and certified copies to authenticate the people proving the documents and for standard bank to just assist without full information is very dangerous and not supportive towards the beneficiaries if the deceased. Considering the POPIA and TCF, I am very worried as a standard bank client that anyone can just obtain my information and my beneficiaries will be left without help, when I pass away.

The negative attitude which the consultants gave us was demoralizing and was emotionally stressful, considering the that as a family we are still grieving our mothers death.