Appalling Turnaround Time

I went to Clear water branch at beginning of November to open an estate Late account. 1 and a half months later I am still waiting for confirmation that all pre-existing accounts have been closed funds transferred into the newly opened estate Late account. This is appalling turn around time. It would be great if you could actually contact the branch to follow up, however all you get is general number. Please could someone actually let me know what is going on and why something like this takes so long.