Inefficiency

My grandmother Julia Leah Bok ID 430 ********** 085 opened an Estate Late account for her late husband on the 31 August 2017 at the Village Square branch in Randfntein. Whitney Titus who was the banker failed to advise my grandmother to deposit money into the account while she was waiting for Sanlam to deposit the money the into the account. Sanlam transferred the money on Friday, 8th December. On Saturday 9th December my grandmother went to the Randfontein branch and she was advised by the lady who works at the enquiries desk that the account was closed due to inactivity. I questioned the lady and asked her if the client was advised prior to them closing the account and she then in tern said that head office closes the accounts without notifying the client. I told her that estate late accounts payments take long and how can a reputable bank not advise their clients when they decide on such action. I asked her to speak to the manager and she referred us to Zeeks who is the manager of the branch. I narrated the issue to him and said how Standard Bank inconveniences an elder client by giving her the run around due to their inconsiderate ways. How Standard Bank is in-contravention of the Treating Clients Fairly act. I told him that Standard Bank is so unaccommodated and insensitive. They inconvenience an old lady that she needs to go to the municipal office to get an updated proof of residence and having to come back to the branch to open the account. I advised the manager that my gran needs to have the letter of confirmation of the new banking details. We do not know what the process will be going forward with Sanlam will she now be required to start from scratch again. Zeeks who is the manager at the Randfontein branch advised my gran today that she needs to 2 days for them to reinstate the account. She cannot wait for 2 days as the lady who handles the payments at Sanlam is going on leave on the 14th Dec. Initially Zeeks advised us on Saturday that they cannot reinstate the closed estate late account. This account needs to be reinstate today. Kind regards Sharon