Bunch of ****mers

My dad too out an investment with Glacier he passed away in 2021 when we initially enquired about the investment they requested for a letter of Authourity which after a lengthy process we finally received . all documents have been submitted to glacier via our lawyers we have been going back and forth for months jumping through hoops to meet their demands and now that the investment needs to be paid out we are being told oh actually due to a case that happened 3 years ago and as per a decision taken by management last week all letters of authority must have the investment number showing on the letters and all pending cases are thus affected which is a ton of bull**** how do you decide that I'm implementing this new rule and your pending case from last year due to their delay tactics will be affected aswell now we need to make further payments to have the letter amended. Why are you making your problems your clients problems