Nedbank ignoring me when requesting a deceased balance from my moms account.

My mom passed away in December and she was banking with Nedbank. I went to Masters court to get letter of authority as they requested for me to get the balance that was on my moms account. I went to the branch to be told that i need to send an email as their deceased department only deals with emails they do not have a direct line for calls. The lady that was helping me at the branch sent the email for me and told me to allow 14 days. I called their customer care line after 14 days and they said the email needs to come from my personal email. I sent the documents from my email in February and a lady called Trudy rep**** saying that i need to send the documents and gave me a list of all the documents that i have been sending all this time. I am tired and i need that money and it seems like i will not get that money as the email looks automated or a copy and paste always coming back with a list of all the documents that i have been sending all this time.