FNB EBUCKS NOT PAID

My mother passed last year June she had quite a sum of ebucks when i opened an estate account , I also filled the ebucks form to be transferred to my account. That was around July last year the money reported LATE August early September but ebucks didnt. i have been calling FNB every week since October the story changes each time. lastly i was told account was closed and need to be reactivated wait 7 days. after seven days we are escalating it, we have backlog. my mother banked with FNB for more than 40 years and they are doing her this dirty. I also have been banking with FNB for more than 15 years. i am utterly disappointed by the kind of service i have received instead of closing all matters related to my mom i am running after FNB