complaint

I would like to complain wrt my mom's account. My mom passed away in July and my mom has funds in her account of which I am a second signatory swell. I was told to get a LOA, of which I did. When I submitted all the relevant documentation to the branch Industria, I was told that I have to complete more documents and it will be sent through to the Deased Estate department where I need to wait on them for more information. Why was I not told in the first place that this will be the process firstly, secondly why can I not access the account if I am a signatory and why have I still not been notified with a reference no etc. It's been a week since I have not heard anything.