Closing of deceased preseason's account

Good day,<br> <br> My mother passed away in August 2014, she had an account with ABSA back as well as funeral cover. The funeral policy was paid out promptly & I thank you for that. The problem now is that I have been struggling since then to have may mothers account closed & the money in the account paid out to me as well as the additional R1000 funeral benefit. I was First instructed by George branch ( as she was beried in George) that I needed an Executors letter which I received in October thanks to the Post office strike. I then took the documentation which I got from AVBOB as well as the Executors letter to ABSA Vincent Park ( I live in East London) The consultant made copies of the Documentation & said she would fax it to ABSA HO. This was In October. I then went back to Vincent branch in November asking for feedback, Another consultant said she cannot except the documents as they are not Originals. They are the Same Documents which the Funeral policy paid out on, WHY CAN THEY NOT BE USED TO DO SOMETHING AS SIMPLE AS CLOSE AN ACCOUNT???<br> <br> It has been 6 months since my mothers death & the matter is still not resolved. Please assist urgently<br>