HELP FNB

Fnb has made it so unpleasant for me in dealing with my deceased moms estate. Firstly I’m being sent from pillar to post no one seems to have the answers I’m looking. I was on a call 4 minutes ago where I was asked for ID number then was put on hold for 15 minutes til I decided to hang up. The statements I got don’t clearly indicate the account numbers of the transactions she made. Every institution I’ve called to check on her policies have stated that the bank she used in a daily should be the one to give direction regarding her policies