Deceased late estate account

In the beginning of October (not sure of the date) my mother went to FNB Harding Branch to submit documents since my late father had a business account and an investment. She was told that a late estate account will be opened and the funds will be transferred into that account. December 28th I contacted Fnb head office they did not respond on the 4th of January I contacted them again and they did respond. I complained online because whenever my mother goes to the branch the consultant will tell her there is no response from head office. After I complained online head office called my mother on the 4th of Jan and they told her that there arw no documents from the branch that were sent to them. The lady that spoke to my mother then told her to go back to the branch and she told her which documents will be required. My mother went to the branch for the 50th time with these documents, the consultant told her that they are waiting foe the magiatrate to confirm if the lwttwr of authority is legit. Since October they are waiting for the magiatrate to confirm the letter of aunthority as they told my mother when she went to the branch on the 6th of January. The consultant told her that since the branch manager is on leave hwr hands are tied because she has to wait for the branch manager. In other words a conpany as big as Fnb stops operations just because a manager is on leave. Today she went to Fnb again and now the consultant is singing a different tune, this consultant told my mother that someone needs to go to Durban to the magistrate because now they cannot get hold of thw person who signed this letter of authority. So the client must be the one doing the consultants job now. I understand there are procedures and processes in place but this is no way to treat elderly people and clients. My mother ha all the required documents but at the Harding branch she is being told stories each and every time she goes there. When she qwnt to submit her documents in October she was told the turn around time is 6 weeks,but now it looks like it will be 6 months. I don't know maybe they want her to give up, there is so much ***** going on in banks and this is frustrating and unacceptable to say the least.