Appalling service

I have been trying to access my late mother's deceased account. Dealing with Standard Bank has been a nightmare. Initially, I was told this process can take 14 working days. I have been waiting since July 13, 2023. I dealt with a consultant who had no clue about his job Thabo Ntuli, I gave him a benefit of the doubt as he had to escalate the matter to the relevant Department. I was told the letter of authority stamp was not visible enough, however a different bank was able to make the pay out from the very same letter as the date showed underneath the stamp. I accepted Standard bank's feedback as companies operates with different processes and procedures. Mind you I had to travel between 2 Provinces to restamp my letter of authority. I went back to the same branch on 16 Oct 2023 and to the same Consultant thinking things will be much easier as he already process my documents prior this time it gets more worse. He does not certify my documents and doesn't update me about the progress. I revisited the branch was told I my documents were not certified at a Police Station (first time the bank was able to certify my documents, I didn't mind going to the Police Station the consultant didn't tell me that). Fast forward on 2 November 2023 I certify my documents at the Police Station and resend my documents at Umhlanga Branch, Durban the service there was excellent I have give credit. I understand the branch is limited as they have to escalate to the relevant desk which is Deceased Department. I called them to double check if they have received the latest certified documents and checked if there are any discrepancies so I can rectify on my end. They confirm that all my documents are now in order. From 2 Nov 2023 I'm still waiting I was told it will take 7 business days. I am beyond frustrated I have dealt with a number of agents at their Deceased Department I requested a Manager whose name is Trust he reassured me that this matter will be expedited this was on 16 November 2023. I called their call centre again on 23 Nov 2023 I'm placed on hold up until the line drops the consultant does not bother to call back also the so called Manager who promised he will get to the bottom of the matter. I want Standard Bank customers to know that you're only good while you're alive with them once you die they do not care at all. My Deceased mother loved Standard Bank. If I still not received the feedback I am prepared writing to Ombudsman and also seek legal route. Standard bank cannot resolved their internal enquiries the only feedback I received was that there are delays with the payments which raises more questions i.e. when is the delay ending? What's the new turn around time?