Standard Bank inefficiency

After my fathers death instead of spending time mourning him, for the past two months I have been running to Standard bank branches, and staying on endless unanswered calls and emails to try and find a way to get my dads car that he owned to be be paid monthly by one of us at home. I even called my prestige banker to assist. No one seems to have the knowledge or assist. We even paid a months installment directly into the account. We have heard nothing for these two months that my dad has passed. Until yesterday when we get an email that if we do not settle within 6 days they will pick up the vehicle. When we tried calling to gain more information, no one could answer and the email response was an out of office to say the consultant will be away for few days and no other person is on the email to contact.

How is this possible? Is Standard bank this useless? If we were people who refused to pay they will be on our doorstep and calling all day to get hold of us. But for us wanting to sort things out from the start was a wasted effort. Can Standard bank call their people back into the branches, because the inefficiency is gone beyond.