Absa deceased estates ******* service to widows

My ****her passed away last year June my mom was give a letter of authority which she submitted to absa with all supporting documents in February. 6 weeks ago she was told to bring fic documentation which she did she keeps calling absa Bedford center and they said the funds are available and will be released its not 6 weeks. We keep following up but we are not given concrete response. Why does absa treat our elderly widowed parents this way they don't even provide feedback we have to constantly follow up. Can we get this matter resolved and be considerate if the funds are there why is it not being paid unless someone is trying to do ***** internally