Frozen Account

I write this review on behalf of my sister. On the 17th of September she received an insurance death benefit payout into her account. On the 18th we went to an FNB branch to open a savings/investment account. A large portion of the payout was put into that money maximiser account. On the 22nd of September she received communication from FNB that her account will be frozen and she should provide documentation to prove source of funds (surely FNB can easily verify this as the reference says Old Mutual). She went into the same branch on the 4th of October which was her off day to enquire (mind you, she's an 18 year old student who is training 8 hours a day 6 days a week). On the 13th of October I accompanied her to FNB Pavilion branch. We handed in every bit of documentation we had including Old Mutual contract, death certificates, claim applications etc. The following day, she was notified that FNB needs a letter of payout from Old Mutual. This was requested from OM who seems to not know what this document we are requesting is. Ten working days later, they came back with an email detailing the payout (no document). This was forwarded to the FNB consultant at Pavilion branch. This is a very disheartening situation as I now sit with a humongous school bill which I need to settle as her funds are blocked, even more so as I'm the one who took her to open an FNB account as I believed it to be a reliable bank.