Standard bank poor service

I need advise my dad passed away last year and he had funds on his standard bank account, my mom went claim and they asked for a proof document from court and my mom submitted it together with a death certificate. They assured her that she will get the amount on the account within 3 days and now its more than 40 days without any response from the bank and she's been there for a couple of days and they keep on promising, yesterday she went there again and they say there is a person with a same name as my father and they have asked for certain document from the high court and the high court is delaying things. How truthful is this statement truthfully because she has submitted a document from court already.