Painful and bad service

My mother passed away in 2021 and had an account with Ubank of which there's monies on that account. I then went and submitted all the required documents so I can claim but up until today I have not received any assistance, whenever I got there I get sent from pillar to post. The query is only attended by 1 person so if she's not there no one else assists. It's a painful process dealing with the loss of your loved one so you don't need any pain to deal with. The last day I went there was on the 01/06/2024 before that it was on the 28/05/2024.then I was told that the lady will send an email but when I went yesterday the 01/02/2024 the lady was not there so I couldn't get any assistance.