Deceased estate

I have a problem I made a claim at nedbank for my mother's assets to be transfered under my name, I made the letter if authority and they said its not appearing on their side, from Feb till 2 first weeks of April, the next thing they told me that everything will be transferred into my account I must expect it on Friday of which was the 30th of April and I didn't receive anything now when I give them a call they are telling me that a person that was helping me is not at work and they can't help me, I need to come to the bank. What kind of assistance is this? I have been patient with them since Feb till now. No one is willing to help me.