Esscaltion upon Esscaltion

My. Father passed away last year October, I opened a late estate account with FNB i submitted all required documents and haven't heard anything from the bank I esscalted the matter nothing was done I did a follow up of which a second escalation was done , why are they taking so long to transfer the funds or even provide me with feedback they busy gain interest and what ever charges that come with their services hence there is no sense of urgency I need answers