Bad late estate service

My mom passed away in June. We went in the bank to open a late estate account on 3 July, eventually after being sent from pillar to post the account was opened two weeks after that. Since then we have been going to the bank every week no answer? Then a month passed up to today no payout? What is happening. The service is so bad. In our time of grief. On enquiry last week was told to bring proof of address. After we already submitted it twice.