Ignoring requests

On 9 June 2015 I handed a letter to a staff member of Standard Bank at Ladysmith KZN containing a request, with all the required documentation that the small credit balance on Account number *** be transferred into the estate account of the account holder who had passed away. Today three months later I went to the bank to enquire what the delay was about. It took more than 30 minutes to at last get a response from a lady who gave me the telephone number of the Estate's Department in Durban ***. This was a wasted exercise as the staff did not deal with transfers of money but only with estates. I was told to contact the banking branch at the help desk. This was futile as I could not be transferred.. I still don't know how I can force this bank to do the transfer nor can I established who is responsible for the inordinate delay. Would prefer not to deal with the Bank OMbud as that office is not .most efficient I have come across