Late estate process

Horrible experience. I went into capitec bank Pinecrest branch in March to have my late mother's account closed and have the remaining balance transferred to an active account. I had all documents handed in for the process to be done and was told to wait for 21 days. After 21 days I went to the branch Again to do a follow up of which I shouldn't be doing. The lady called their offices and they asked I produce a proof of account letter. I find this ridiculous because when I first went to the bank this was not asked to be part of the documents to have the process done. I'm absolutely upset! I'm grieving and I shouldn't have to run around with the bank like this! I got the letter they needed the same day and the lady sent this through. It has now been almost a week and the funds have not reflected in my account. It's been a month and the bank is holding my mother's money. I'm absolutely upset!!!!