Untrained and not at all competent or knowledgeable

Our family has the legal documentation provided by the Dept of Justice for release of funds from our Mother's very small estate. We need to draw these funds in time for Christmas but are being obstructed by a Lady in the Cape Town Standard Bank who does not want to understand that every case is different, and is trying to get us to provide false information in order to draw the funds. She appears to have no superior to whom we can appeal to sort this problem out. Is there no senior person anywhere in Standard Bank who can sort this out ?? Standard Bank has no publicised phone number in the Phone Book where one can lodge a complaint.