Standard Bank Waterfall Mall & Barongwa business brach

I visited Standard Bank Waterfall Branch to close a deceased business account and request that funds be transferred to Estate Trust Account. It was all good and I was promised feedback within two to three working days and to date I have had none. How do you treat a customer that way, you call and hold forever. Such a bad service. This is no supprise at some stage we wanted to open business investment accounts and we could not get help until we have to move to Krugesrdorp and then Pretoria for help.