FNB delaying the winding up of an estate

On 25th May I sent FNB my mother's death certificate and said"please send all documents required to close the account." I kept getting messages that money was owing which I personally paid. I sent letter of executorship and copies of I'D's. They asked to fill in a payout form. I went to two branches and was not prepared to wait in a queue of at least 10-15 people so asked please email me the necessary form. They said go to a branch.Can FNB tell me why they won't email me a form to my address which they have been using for perhaps 8 years? Note this is over 3 MONTHS SINCE I FIRST NOTIFIED THEM !!!!They, and ABSA, are delaying the winding up of the estate