Worst service ever

I am completely disgusted by the bad service at this bank. My mother is 70 years old and has been with this bank for many years so has my father. When my father passed my mom had to go do the transfer of funds for both my fathers accounts. One at FNB and another at a different bank. My mom has been at the branch twice and both times they gave her the wrong papers to sign. Now she has to go again. Yet the other bank already paid out within 7days. FNB is the worst!