A FRUSTRATED WIDOW

I am frustrated with the process of deceased estate, I went to FNB first time in June and I assisted very fast. I received all my husband's balances in less than 5 minutes I was out of the branch. In July I went FNB to close my husband's account and opened a late estate account but somehow his existing monies or accounts were not moved to the estate late account. On 22 August, I went to the FNB branch they only started the process of closing his account, and as I sat and hoped for monies to come through nothing did. I then called customer care today only to find that an email was sent to me with a form that I do not understand and I am told to go to a branch again to fill it. Why is it tedious? Why can't you help me as per the slogan? Why should I come to the bank so many times? I have submitted all necessary documents and I am tired of going to the branch. Please relook at your process and not frustrate widows.