*********** departments within Standard bank Group

I work in an Attorneys firm where I deal with the most sensitive duties of the firm, which is the administration of late Estates. I say its sensitive because we are dealing with people who have lost their loved ones and some of those loved ones where breadwinners in their households. We send instructions to the banking institutions to validate and close any exists accounts the deceased might have had with them. For a long period now, I have noticed the lack of sensitive and unprofessionalism the standard bank deceased department has. their process is we must send the required documents to their *** and their turnaround time is a month therefore we cannot call nor escalate. I have sent instructions about 2 late estates requesting confirmation of either debt/account closure, this was on the 8th of February 2024, today they have not followed the instructions communicated in the instruction letters. this benefit them because as the accounts remains opened there are interests charged on these accounts. an email correspondence with this reference number was sent to me within the week Matter ID: ***4 informing me that they have rejected the requested due to the documentations, this is 5 months later. when I numerous times sent emails to their mailing box and their escalation department (***) requesting for programs updated and was ghosted out, the documents are fine as i have submitted the same documents to other institutions, which I suspect they don't want to mention that the certification on the documents is no longer validate as its 5 months. Instuctions were sent to one of their employees by the name of Patience on the following email address (***), who works in the bonds department after she sent a correspondence that 3 of the deceases' accounts have proceeds and if they stay in those accounts the accounts might end up on a debit balance due to insurances and interest. Instruction letters were sent to her to cancel those bonds and transfer proceeds to the late estates of the deceases, that has not been done and she is not responding to my emails.