Late estate funds

Can absa kindly release my Late granny’s money, We’ve been sent from pillar to post since last year March. We did everything that was asked of us ,everything. Now when we call they will say the funds are not yet processed call Thursday,you call Thursday same thing call the following week,you do that Same excuse call the following week. Whats the problem with just processing funds??? You asked for a late estate account we submitted,you asked for all those kinds of documents we submitted. Since March 2022 till today. Even just a mere funeral cover that’s supposed to assist with funeral arrangements but No with Absa..Can we have a solution to this before we take you to ombudsman.