Frozen assets

Last month I opened a late estate account with you guys. I was not told the process I was only told that I must give the account number to whoever needed it which I did. Money was paid in on the second of December, when I tried to use it then I realized it can't be used. I went to the branch and I was told the account is frozen because they need to do some verification. How long does a death certificate and letter of authority take to verify for me to still have no access to my mother's money? We even had to spend Christmas without buying necessary stuff for children. It's hard enough that they don't have their mother during this family time but they were also denied a better way to have Christmas because of you guys.