Bad service

My brother passed away in January 2019 he had a home loan with standard bank, we then went to maponya mall with his son who is a beneficiary and emailed all the necessary documents. That was 2 months ago. I wrote an email asking what the hold up was and was rep**** by Lucia who told me that a payment was made to the estate account kn the 26th of June, I went to FNB today but there are no funds. My brother does not owe the bank instead it's the other way around. Please resolve this because we need to move on and my nephew needs to go to school with that money.