Incompetence

Good Morning

I am really irritated by Nedbank i have been requesting a letter to cross the border and the gave me a list of what is required, my insurance gave them a letter with dates on when we will be going and returning and now they are saying that they need a border letter? I'm requesting a letter to cross the boarder for a ceremony that my mother need to attend and to collect documents of my late father and they are requesting things that they cant explain themselves! I have given them all the documents they have required including an Affidavit , I don't know what else do they want ? We are leaving tomorrow and still i haven't received any help at all , will Nedbank help us or should we forget?