Unable to Transact on an expiring Term Deposit

I made an appointment as a Trustee of a Testamentary Trust, to make arrangements for the partial draw and reinvestment of an existing term investment (since 2010). This has been done with the same bank official for years. The appointment was accepted, and I went there with the term deposit notice letter (24 January 2018). When I tried to transact , I was informed that the account could not be transacted upon , and that apparently the needed the account re-verified. (WHY WAS I NOT INFORMED, SO THAT I COULD TAKE THE DETAILS ALONG TO THE APPOINTMENT). I rushed about madly, and they had all the documents that Absa said that they required, the same day (24 Jan 2018). On follow up on 31 January 2018, I was informed that they had made a bad copy of my Id, could I supply another one!. This I did on 31 January 2018. I followed up again yesterday - 5 February 2018 - They could still not inform me if I could transact. This puts me as a Trustee in an unacceptable predicament. How are ABSA to solve this???? They had all the time in the world to ask for their documents. They had the mailing address, and my contact details. Totally unacceptable!