Surviving Spouse is suffering as a result of Pathetic Service - NDE

I am attending to the administration of my granddad's deceased estate. My grandmom is in desperate need of finances due to her deteriorating health. We requested COB's from ABSA as far back as August. FICA audit was done but we have still not received the COB's or the funds into the estate late bank account. This is the only outstanding item for us to finalise the L&D account. ABSA is not co-operating whatsoever and the surviving spouse (a lady in her late 80's) is the one who is suffering as a result of same.