Worst service toward a mourner

My mother has been trying to claim my deceased fathers funds for the past 3 months and all capitec has being doing is frustrating her and inflicting more pain on top of her husbands' loss. So far two capitec branches have failed to inform her of outstanding documents and I as her son had to be the one calling their deceased department to discover that there is outstanding documents. It has been 3 months and still no funds has been transferred. I contacted capitec today (30 April 2021) to make follow up and the lady I spoke to told me all documents are in order but she also doesn't understand why the funds haven't been transferred, yet she is sending me to the same branches that have failed my mother numerous times to escalate the matter. I fail to understand why the funds haven't been transferred although the documentation has been in order for the past 15 working days. This is the worst service I have ever witnessed from a financial institution my entire life, especially considering the fact that they are dealing with a woman who is still mourning her husband and is unemployed and in desperate need of those funds to make ends meet.