Poor customer service

My mother was medically boarded in 2009 and she passed away last year the 17th of February.when I went to claim foe her money from Nulaw Union they asked for the Medically boarded letter that I don't have. ****whittington told me they destroy files after 5yrs years a worker has retired. Where I will get it. I can't even afford to buy her a tombstone. I'm stressed I also have bills to pay. It's painfully I even tried the Dr who boarded her he said he doesn't keep the patient's files