I'm not happy with the service pathetic

I'm not happy with fnb ,we opened a late deceased estate account on the 15th of July 2022 we didn't have money to bury my father we had to borrow money from people so that they burial can continue ,we opened the account at Alberton branch they advised us that the process will take 14 to 21 working days even in the website its there it shows that process takes 14 to 21 working days

I spoke to a consultant named IRENE this morning , this lady was so rude to a point that I didn't wanna hear anything anymore ,turn around time changed from 21 to 31 working days how ???? because the branch told us it takes 21 working days

why should we be treated this way I'm not saying my father was a millionaire but he was your client he had investments with you

can this be fixed please if not please teach your stuff to give the right information