FUNDS IN MY LATE HUSBAND ACCOUNT NOT YET TRANSFERE

I SUBMITTED ALL MY LATE HUSBANDS DOCUMENTS IN JUNE 2013 @ EMPANGENI BRANCH,INCLUDING BANKING DETAILS OF ESTATE LATE ACCOUNT FROM FNB,TO MY SUPRISE SINCE 2013 TILL NOW FUNDS HAVE NOT BEEN TRANSFERED & ESTATE LATE ACCOUNT HAS BEEN CLOSED NOW THE CONSULTANT BY THE NAME OF ZULEIKA (CREDIT COLLECTION SERVICES-DECEASED DEPT-***-OPTION 3)SAID I NEED TO RE-OPEN THE ESTATE LATE ACC AS IT IT IS ONE OF THEIR REQUIREMENTS AND IT COST AN ARM & LEG TO OPEN AN ACC JUST TO GET R469.00 TRANSFERED,MY QUESTION IS WHOSE FAULT IS IT THAT THEY MISPLACED MY DOCUMENTS AND BANK STATEMENT THAT WAS SUBMITTED IN 2013,I NEED FEEDBACK ASAP CAUSE I WILL HAVE TO TAKE THIS MATTER TO THE MEDIA,YOUR RESPONSE WILL BE HIGHLY APPRIECIATED