Poor service

We lost our dearest mother in June,who was our breadwinner and everything at home. My mother was paying school fees for our kids.now since she's gone school fees is outstanding and the children will be suspended from the exam.the lady who opened our late state account told us that we can assess the money as soon as we have paid the R500. Which we did but now we are told of having to wait for 8 weeks.Absa is one of the big five banks just so disappointing to have stuff members that don't know procedures and no one has contacted us regarding her will.