PLEASE HELP!!!

My cousin claimed money from her child's trust fund and unfortunately for her she's illiterate and does understand bank things I would say but according to my knowledge she was told that the money is awaiting to be cleared in her bank account which according to my understanding that takes about 7days and that was in March. When the money did not report she went to the bank and was told that there were two accounts that appeared there so the money could not go through and they told her that there must one account and that only needs a bank statement to happen but to my surprise even tday they are still telling her it's not fixed. She claimed the money because they lost their home due to the heavy rains and now they are living in a shack but ofcourse fnb people don't know that but PLEASE attend to this matter URGENTLY.why is the money stuck in FNB?she does not seem to be getting anything tangible each time she goes to the Bank.for more info her number is ***