Deceased Account pay out delayed for over 7 months because of Backlog

Pay of the Deceased Account takes more than 7 months when all required documents have been submitted. Instead of telling the truth, they make the elderly mother resubmit numerous times. The reason we've been given, after being turned away several times at the branches, is that they have a "Backlog" Why should we be disadvantaged because they failed to manage their internal systems and workload? This is the same bank that declined to pay the Funeral Cover payout just a few days before the " Waiting period" expired, but still deducted the monthly premium, having declined, what a shame. My mother, who is in her 80's is being sent from pillar to post, 7 months later. All she wants is her late daughter's funds to be able to pay school fees for her granddaughter. Total incompetence