Incompetency!!!

I went to two different branches requesting an account statement for a deceased estate. I first went to the Clearwater branch, upon arrival I explained what I needed assistance with and produced all of the necessary documents. The lady assisting me “verified” documents, she kept going back and forth to ask her colleague as to what she should do. She then assured me that she’ll be able to assist. The suddenly when they closed their doors (16:00), she say that she actually cannot assist me and it’s my attorney who needs to come to the branch to request the documents. I asked as to how would that be possible if I have the letter of executorship. She said that’s how they do things. I left the branch, the following morning I went to the Cresta branch with the same request. After explaining to the consultant, that my gran who banked with FNB was the previous executor, then I took over. She told me to go to FNB and that they’ll provide me with the account statement for a NEDBANK bond account. How ?!