Estate late account query

I lost my mother in June. She had an account with Nedbank. I must state that she did not have a large amount in her account but thought I would go ahead and request that it be transferred to my account. I was sent a list of documentation that needs to be completed and sent back. I gathered all documents and email them as requested. Next I am told to open an estate late account which I do. They requested that I certify my letter of authority which I do.

I have been a lengthy process from when I started in July. On the 20th of this month I receive an email acknowledging receipt of documents but state that my letter of authority needs an approval name and date or a QR code. I did not understand this so I send a reply email almost immediately at this time I am dealing with a certain agent, I did not receive an email with clarity so a day later I call the call center hoping to be put through the deceased accounts department, I was told they don't have a direct line. Now I receive an email stating my case is closed due to not sending requested document which is the letter of authority with approval name and date.

I personal feel like Nedbank is going out of its way to ensure money from a deceased person is not given to their family and this is also evident from other similar reviews I have read.