Poor customer service

I went to STD Bank Westgate on 4 July 2024 to close my late mom's account. Precious Sithole the consultant who was helping told me that the account would be closed within 10 days. I sent her an e mail to ask how far was the process, she never responded. I called her last week to find out how far was the process she said she forgot to include my bank statements so she had to sentd the confirmation letter and I asked when will the money be available she tomorrow which was Friday nothing came. I called again today she said I must 10 days. I am so disappointed really that there will be someone who doesn't even care to do a follow up on a customer's query. Expecting me to run after her all the time for a feedback