Disappointing service offered by Vaal Mall branch

Standard Bank Vaal mall has been of no assistance to us. My mom passed away last year October and had a ford ranger financed by Standard Bank so we went to the bank to do a transfer of the person who will now be a liable to pay for the car, we submitted all documents and when we call for checking progress they don’t answer or they tell us to call head office. We called head office which referred us back to Vaal mall but still we have not gotten any help.