Once again FNB makes people run around like headless chickens

So FNB has managed to ***** over people once again last year i logged several calls regarding buying airtime and not being recharged n till today still no refund or call from fnb regarding the way forward but today i am here for another matter so my friend banks with fnb she was recently contacted by liberty saying she has unclaimed funds from her deceased mothers estate well fast forward she had opened a late estate account when her mother passed away fastforward 5 years later she needs to open this account and now she is being told she needs original documentation to open this account she now needs to go all the way to KZN to get the documentation which will cost her double the amount of opening the account which by my knowledge seems kind of unfair since she has recently certifed copies of all the required documentation