Lack of process ownership from Standard Bank

I am the executor of my late mother's estate and was told by Standard Bank that certain original documentation should be submitted to them in person, in order to close her account and transfer the balance to me. After submitting the original forms to Standard Bank, the forms were subsequently scanned and sent to the Deceased Estates department by the service consultant. The service consultant confirmed that all the documentation was in order and that all was left was for Standard Bank to confirm with Home Affairs that my mother was indeed deceased, and that the money would be paid into my account within 2 weeks.<br> After waiting 3 weeks and receiving no feedback I contacted standard bank's call center again myself and Upon speaking to the Deceased Estate call center, I was informed that although the forms were scanned as originals and visible on their system, I need to re-certify them at a Standard Bank branch and send them to IPC in Simmonds Street. This is all new information, I don't accept this new information given that I was not informed of this at the time of logging my request. Please can I have indication of why I am being sent in circles? Regards, Prineesha