Waiting 6days to be told to revisit a branch..Poor response

After long and detailed emailed email explaining to my son's bank that he had a terrible car crash in the middle of July 2017 and he remainained few weeks unconscious and he is still regaining consciousness at hospital.I went to Fnb Westonoria to get help with getting access to his bank account so that we can cover medical expenses which the medical aid cannot cover,baby formulas for his 5months old twins,buy nappies and nanny.I was told by fnb to go to court went there to be told they don't know what I was talking about.I referred the matter to fnb care and rbjacobs who after 6days responded "to go back to the branch.First of all,please stipulate what documents so that when I get a lawyer "legal fees I don't have after huge medical bills" and I feel that I was just given a reply just to close the case. fnb,explain to clients that to open a simple bank account,they also need to have a lawyer should they be in a state of making descisions.i gave you my sons I'd number on Friday but guess what yesterday you come back to to ask for Id number then you gave me a lame response.i am full time nurse I don't have time to be visiting your branches and courts.please can somebody who is serious about service contact me.please not staff from the branch.