Incompetence of handling estates

I was appointed by the MASTER OF THE HIGH COURT, PRETORIA as the executor of the estate of a friend. On the 12 January 2018 I went to Capitec Bank, The Grove, Pretoria branch and gave the following documents to Mbali: (1) Letter from the Master of the High Court where they appointed me as the executor of the estate; (2) Death Certificate; (3) ID’s of the deceased and of myself. I said I would like to get a balance of the account and to proceed with transferring the money to an estate account or other appropriate account for me to proceed with the handling of the estate. Between then and now I received a phone call from Mbali who said that they requested a letter from the court which state that they can give me a balance of the account and to instruct them to transfer the money. I said to her I do not understand this, because they already have a copy of the letter where the Master of the High Court appointed me as the executor. I said I will come in as soon as I have time. I went to the same bank today, the 15 February 2018 and spoke to Tashmont and explained the situation to her. She came back with the same story and said she will follow it up with her manager and come back to me with an answer. About an hour later I received a phone call from her with no different result. I said to her that this is the first bank who requested another letter from the court as I am handling many estates in the past. I’ve tried to explain to her that the executor’s letter already gives me authority to handle the estate. This incompetence resulting in a delay in the finalization of the estate and wasting huge amounts of my time. What they expect is impossible as the court does not give such a letter as they already gave a letter which authorized me to handle the estate.