Bad service from late estate service department

On the 27th of February I went to the FNB branch at Randburg to submit the final documents for late estate. As the letter of authority I received it at Johannesburg. The lady was helpful and told me everything is not sorted I just have to wait for the funds to be transferred into the late estate she opened. Today it's 11th of April I called the call center they are telling me no one has attended my documents yet as according to them only person was assigned to my case as I called in January for information so automatically FNB assigned that person my case which no one explained this to me when I called last month on the 18th Of March. I have been spending my last cents to find out what's going on and how long it takes no one is giving me a clear answer and I am not receiving communication or feedback of how long the process takes instead I am left with an opened account of late estate which is now on minus because of monthly bank charges. I must wait for years because my documents submitted on the 27th have just been sitting somewhere on their system. Even today I am told to spend my money again and call the center to follow up. This is really bad service that I am receiving and I am a loyal customer to FNB. On the most difficult time in my life the bank I trust is doing me dirty like this.