Bad service and neglect

Good day I have had a huge amount of trouble with FNB and Momentum regarding my late Mother's Policy. She was employed by FNB for almost 22 Years and specified in her will that FNB is responsible to carry out her wished which was put in writing as clear as day.

We were called in the office by Jaco Thom approximately 4 Months ago regarding her Momentum retirement Fund , we then kept on following up with Jaco and he kept on saying that all is in order and it's just a matter of time

After 3 Months I took it upon myself to phone Momentum and find out what the reason is for the delay. My first contact was Elsie Botes, she told me that they were still waiting for documents to process the claim (The documents she required was the same documents we filled in with Jaco at FNB 3 Months ago)

I explained to Elsie that she should of had these documents by now.

She then put me into contact with Hettie Grobler from FNB's HR who then sent the exit documents to Elsie the next Morning at 6 O clock.

This showed that FNB's HR had the documents but did not bother to send it and Jaco did not follow up on anything for the past 3 Months.

Elsie took it upon herself to rush the claim and did all that she could to insure everything is in order and ready for the board meeting held on the 26 of August.

On the 27th I phoned to follow up and was told that even though my late Mother's claim was ready, the board did not bother to discus it and did not give a reason why. Momentum informed me that they need the board's approval to finalise the claim.

At this time I was then put in to contact with Stephen Waterson who explained that there is no need to worry, he will get the approval via Round Robin and see no reason why the board will not give their approval.

He even withdrew my Mother's investment and did a tax clearance on the required accounts. He assured me that this will be taken care of by the 4th of September. Since Wednesday the 4th of September I kept on following up but could not get a clear answer from Stephen.

On Friday I received a mail that the round Robin was declined with no reason and that we have to wait till the 20th of November for the matter to be discussed again.

We were told to wait a maximum of 3 Month's but now are expected to wait 6-7 because of FNB and Momentum's bad service.

My question is how can FNB and Momentum do this to their own and why do we have to suffer for their own negligence.