Unfair treatment

Good day

I claimed from my late mother's estate which is with aims in Absa Bank it's 3 months now the claim has not been processed and when i called they admitted to have been at foult and the manager Odette Guruppa promised to have the claim processed but sent back an email saying she has tried everything but I must wait for the first week of May but now we are in agent need of the funds bcz my sister has also been diagnosed with cancer and needs assistance. They are the ones who failed to communicate with me and if I did email and CA they would have just kept quiet.