Bad Service Standard Bank ( Thohoyandou Venda Plaza)

I went to Standard Bank ( Thohoyandou Venda Plaza branch) in February 2021 as my mother has passed away to close her account. While the busy closing account was informed that she had a savings account with money in and we were told it will be paid to the appointed executor. All paper was submitted still today nothing has happened we have been sent pillar to post with no assistance. the strange part the person who assisted stated there is no need to have reference number . She said all is in order.