My worst nightmare

I’ve been trying to assist my mom with closure on her bond account which is with Standard bank and it’s a nightmare the account is a deceased estate account we have send through all the necessary documents about a month ago to date nothing is happening she has to be the one following up all the time and is given different information all the time. The service that you’re giving to a loyal client who’s been paying a bond without defaulting for past 20 years is unacceptable honestly.