Bad service with late estate accounts

I am writing this comment with a heavy heart. We went to Polokwane branch last year with my grandmother who can barely walk to open a late estate account; even today as I write here the account is NOT open. We submitted all the necessary documents but now we are being told that they need to verify the letter of authority which must be uploaded on some system by the High court. My younger brother went to high court yesterday and he was showed the same letter of authority on the system that it has been uploaded. What should we do now?? Because my grandmother is very old and I am worried that she might end up passing away before she even receive her inheritances from her late husband. Kindly urgently assist with this matter please!