Fnb tsolo

Hello my name is Amanda, im making a claim at fnb for my late mother account, on the 9th March we submitted all the documents and was told by the lady of Pumeza/Phumza who i believe she's a branch manager that we must deposit R100 to my mom's account so that the money cannot take time to reflect, yesterday I called their head office doing a follow up on our claim&o was told that there's no documents that was sent to them by the branch, i called this lady to ask what is going on she told me she can't discuss anything with me over the phone today my brother went there the same lady told him that there's no network hr must come back again, mind you were are traveling from Ugie to Tsolo so where will we get the money for this up&down.. Im not happy at all as she see how desperate we are now she's taking that advantage