Proof provided but funds will not be released

We visited the Mthatha Plaza FNB branch to ask for funds in a Notice Account be released immediately. At 1st we provided proof in the form of a statement from my doctor but they said that was not sufficient. We then got a letter from my doctor stating that the account needs to be settled by 5 October 2015 or it will be handed over. They still said this was not sufficient proof. This coming Monday is the due date and i'd like to know if FNB will be responsible for attorney's fees that are charged on the account. This has left us feeling very disappointed as we have been able to access funds before using a Doctors statement. My mother is from an operation and being sent back and forth is very inconveniencing.