FNB did not follow right process in Winding up my wifes estate

I have been a client of FNB for many years. In 2007 my wife passed on and between 2010 to 2013, I advised FNB that wife passed sent them relevant documentation ( death certificate and the magistrate appoitment of executor letter). I notified FNB accordingly and handed over the necessary documents. I requested settlement amount in 2017 and Finally my bond was registered without transferring a portion of my wife’s estate to my estate. This is very disappointing as was under impression this was resolved. After so many years and moving houses, I can not even find the appointment of executor as did not keep a copy. I would like to know , how the bond was settled without following proper process. I am now in the process of selling my property and this is a big hindrance for me and have to again pay all the legal fees. I feel I was not advised correctly buy FNB in my time of grief and need. Secondly, they promised to sent me the letter of executor ship.and now few weeks nothing and might miss out on the sale of my house