Complaint about the service

On the 27th of November 2022 I was at Nedbank to submit my late mother document. She was a client there she had investment there. The lady who help said they gonna sent those document to be investigated. She sent me home and said she is going to call me. I waited and waited and then on the 28th of December 2021I decided to go there for the feed back. They took the documents again same documents they took on 27th of November. The manager said the letter of Authority its wrong they don't want the one I have which is The letter of Executorship. They want the one that shows the amount that my mother invested. I went back to the Masters Court the lady who help me there said I must go back there give the manager her number so that she can explain to her. She also refused to her and said she wants the letter of authority.