8 months for MY money.....Not a fan of FNB

My father opened an account for my daughter who was a minor at the time. Last year May 2022, she went into the branch to access her account as she is now 18. She was told the account was closed and that she would have to complete forms for her money to be paid out. All forms were received and sent to the Dormant claims department in July 2022. We requested feedback in November 2022, and yet another document was needed which was sent through in December 2022. I have now sent three follow up e-mails with absolutely no joy. I find this totally unacceptable. Where is the customer service? Clearly something that is not front of mind for FNB