Disappointed client.

My father had a trust with absa. When he passed everything was submitted accordingly however the account was neglected for a few months without any communication from absa, we I called to check on the progress I was told 2 people assigned to the account resigned and no1 was working on it. As we speak we have been waiting with all the financial constraints. Not being able to pay for school fees and also maintain the cars left in her car. As far as I know there where no objections to the account and my dad did not even have any debt when he passed and absa trust is still hanging on the money due to my mother to ease her financial burden after her loss of her husband. Tried calling but no one answers the phones. Honestly what is the point of having such plans when the family still suffers because the banks are just hanging on to the money that does not belong to them? How much longer are we supposed to wait for the process when we keep getting a cold shoulder from the business that is supposed to help us at a time of need?