FNB late estate department complaint

I am very unsatisfied with the customer service at FNB more specifically their late estate department , I have opened a late estate account in 2023 and since then the account has been on hold , its 2025 and ive been told the same story and then some , I was told that the documents more specifically the letter of authority needs to be verified , I have personally been to the masters and have seen them email the late estate department at FNB and till date the documents were not verified , I would like to know how can that be when the masters have sent emails on the verification of the documents as well as follow ups yet the hold has not been removed, its been two years and their story has not changed this can not go on.