InActive Estate Account

My widow sister opened an ESTATE Acc April 2022 and we discovered lastweek that the account is not active. There was money paid on that acc and it bounced back. And now since lastweek the deased department they keep on saying they are escalating the matter to the manager. I even wrote on fnb facebook they said the are escalating the matter how many escalation that must be done in order for my sister to get the account active. Sad part is she need money ASAP cause she is not working she is deepending on that money that bounced back