FNB HAS DONE ME WRONG

MY HUSBAND PASSED ON DECEMBER LAST YEAR, HE WAS BANKING WITH FNB FOR OVER 30 YEARS. AFTER HIS PASSING I WENT TO FNB TO GET HIS BANK STATEMENTS AND I RECIEVED THEM, AFTER RECEIVING A LETTER OF EXECUTORSHIP I WENT TO FNB TO OPEN AN ESTATE ACCOUNT AND I WAS TOLD THEY ARE UNABLE TO HELP ME WITH A CERTIFIED COPY OF MY LATE HUSBAND'S ID AND AN AFFIDAVIT STATING THAT I LOST THE ORIGINAL ID DOCUMENT...SO TOGETHER WITH MY ATTORNEY WE TRIED OPENING THE ACCOUNT ONLINE, WE WE TOLD TO WAIT FOR 21DAYS FOR A FEEDBACK. I HAVE SINCE WAITED. DOES THIS MEAN I WILL NOT GET HELP EVEN WHEN I HAVE THE ORIGINAL DEATH CERTIFICATE, MARRIAGE CERTIFICATE, MY ID, MY HUSBAND'S BANK STATEMENTS AND HIS CERTIFIED COPY OF IDENTITY DOCUMENT INCLUDING THE LETTER OF EXECUTORSHIP?