Branch people don't know what they are talking about

My mother died in July and as her estate was small we received the letter from the High Court quite quickly. My father followed all the instructions from the bank for getting her accounts verified and released. He was told that the process would take about 2 weeks. It is now 4 weeks since he made the application and the person he spoke to at the bank told him he is missing a letter from the magistrate? What magistrate? He gave them a letter from the Master of the High Court! This is incompetence of the highest order.