Bad and unprofessional service

What a bad and unprofessional service from FNB deceased account department. My sister and myself opened our late fathers late estate account at Mall of Africa on the 20th August and had all the necessary documents with us. On the 25th of August I got a call from the insurances saying the account is not accepting the money and I have to go and check with FNB and I went to the branches several times trying to get this fixed but up until today the account is still not functional and nobody knows what wrong with the account. Can someone senior try to help us with this matter