FNB Service Failure

I have a problem regarding an estate account, I've open an estate account February 2024 and the money was deposited into the account, but now i can't access it because they tell me they a waiting for the masters of high court to verify the letter of authority. Now am coming from the masters high court and they tell me there's no such thing, once they give us the letter of authority they a done. I've been going up and down the standerton FNB branch with no help. That why I've taken the initiative to ask from help from you. I personally feel that FNB is failing us as customers i will never recommend it to anyone ,imagine i have to travel with my grandfather from Mpumalanga to Gauteng so that we can go to Masters so disappointed.