no response no feedback

Its been 10 months that my dad has passed on he passed on in deceember 2015 and his employer Nedbank took the necessary docs in Jan. I was liaising with Martha who sent me a confirmation letter to confirm the funds that will be deposited into the account on the 07/09/2015 till date I have not received any feedback as to how should I send banking details or who should I send it to to get the funds my mum is needing it urgently as she needs to look for a house coz she needs to move out from where she lives end of this year. Till date no feedback from Martha she's always out of office doesn'ttake my calls or rrespond inefficient service Ihhate Nedbankk this is not the first time ttheir branch is just the same