Absa Musgrave durban

IAbsolutely pathetic service my sister is receiving from absa in durban .our father passed away in January and we tried to get access to his bank account as there was a funeral policy linked to it and other policies upon his death they transferred his funds into what I know as a trust now we have been trying for the past 4 months trying to get access to those funds and all my sister keeps hearing from absa is that her documents she submitted from the courts allowing her access to the funds is under validation .how can this be after all this time .