Very unprofessional bank

My second bad experience with this bank first it was with my funeral policy to pay out because I needed to bury my husband now it is for the transfer of my husband's funds. It has been 3 weeks now all they can tell me is it is being verified. The consultants are of no help because they dont know what's going on. And the other bank paid my husband's funds out within 7 working days. Very unprofessional bank