Unacceptable service by the staff dealing with Estate Late Accounts in SBSA Johannesburg

We have requested SBSA to finalise the estate of my mother (estate not done by SBSA but by Attorneys in Durbanville) The estate is LESS than R250 000.00 and therefore there is NO NEED to open an estate late account. We have requested BOTH SBSA and STANLIB to close her accounts. STANLIB paid the funds out but SBSA refused to pay the very small amount (less than R30000.00) out. The ID number of Mrs Scholtz is ***. She was a Namibian citizen with permanent residence in SA. Kindly investigate and advise what the problems are. Kindly refer to the rules wrt estates less than R250 000.00