Letter of authority making our lives a living hell

My father passed away in 2011 my mother during that year app**** for a letter of authority to get some money on my fathers bank account, she was given the letter of authority. in 2013 my mother also passed after months of her passing we were being informed by the company that my father used to work for, they told us that we must claim for surplus for my letter father. a letter of authority is required we went to the master of the high court (kabhokweni here in mpumalanga) they told us my fathers documents are in Pretoria so we must apply there, we don't have money or transport to travel to Pretoria so we posted our certified id's me and my siblings and fathers death certified copies.they didn't call us or email us when we call their head office number the answering machine keeps holding us back until our airtime is finished and we need that letter of authority by Monday