Investors excuses

There is 262 shares that needed to be paid towards my Dad but he has past away, therefor my mom is the executor of his estate (she did get the Masters letter from the high court as well) we send through all the documents that was needed and they rep**** that the proof of residence was incorrect, we fixed the problem and send it through again - then they rep**** the Bank account letter is not valid and the need a statement, we fixed it and send it through then they rep**** a few days later that the letter of authority is not certified by the Police (we certified it at the post office) then we fixed it and send it through again... Then they rep**** a few days later that they need a Estate Late account without really explaining what it is, We went to the Bank and they told us my Dad didn't have a Estate late account - we notified them by email. They rep**** that all is in order and the documentation received will be processed and the money will be paid to my mom in 5 business days. Then 2 days later we received another mail saying that the Shares was sold and there is only 87 shares left and if we are still interested we need to fill in Form of Surrender. How can the other shares just be sold after all the trouble we went through? I queried it and they didn't even answer me but asked that we fill in a New Account Form again!!!! Did that just to find out the New account form needs to be in My Dads name... We are tired and emotional to have to go through everything over and over again. They never made it clear exactly all they needed from the start -how can all the documents be in order and the next moment its not and some shares are sold... Its like they are looking for excuses not to pay it out... the estate Late account my mom opened is only valid for 15 days before they close it again and she has to start all over again... We need help! This is exhausting and unacceptable.