FNB the worst bank

My father passed on the 18 August 2020. He had a cession on a bond which was paid off when he requested to cancel the cession he was told he’s owing a credit card. Now that he’s late we need the cession letter for a liberty policy. Engaged a lady by the name Tshepiso who now says the matter has been take to the estate. We then asked to pay the credit card for the release of the letter. Now the letter cannot be released for 3 weeks going back and forth and it seems like no one can assist us at FNB NO ONE KNOWS WHAT TO DO