My mom really needs help and she was not even given a reference number by the lady who helped her.Its painful to see a widow being treated like this

Im utterly not happy about the services at FNB.My father passed away last year on the 7th of November and had left an amount of money in his bank account.My mom was advised to go to Carnival mall FNB branch and submit all documents including the letter of Executor she was told the money will be in the late estate account in the next 31 days and this all happened on the 28th of April,till this day she has not recieved the money,she went back to the branch twice and was told to come back again.My you this is a widow and my late father was the bread winner in the house we were all dependant on him.Its been a hassle for my mom because she cannot provide anything for the family,she is in so much debt just to make sure the kids dont go to bed on hungry stomachs...The poor service that she's been getting from FNB is not nice...Can we kindly get help!!!