Horrible treatment

My experience with FNB FIDUCIARY now lately has been horrible. I was told in June 2024 that the money my late brother left for my daughter is now little, so there will be early termination. The whole balance will be transferred into my daughter's bank account. I started the process to arrange for this transfer on the 1st November 2024 but I was only given form after Christmas. We even had to sign affidavits with the commissioner of oath. Now I'm being taken from pillar to post. Is it a race issue or not because FNB is known to be like that? The person helping us answers emails whenever she wants. No sense of urgency. What is the problem