deceased account holder

I have been given another case number (case ***8) that makes 3 numbers now after spending 45 minutes on the phone on the 13th of November I was told the person dealing with the case would call me back since they had made a mistake all the documents their looking for are all there I was assured this by floor supervisor they claimed they dont have banking details of the deceased they turned out to be there and certified along with documents giving authority of the deceased estate I've already notified ombudsman of this so if theres no reply by today you will be hearing from them PS I had explained to hollywoodbets at Springfield that the account of the deceased was accessed because the deceased had trust in his friend it cant be ***** if he agreed when he was alive furthermore documents provided state that as the ****her I have authority over his accounts at Springfield they had no problem when we filed these documents so im not expecting to hear a story about accounts being accessed when you did not have an issue when I was in store please sort out this issue