Punjab National Bank [PNB] — regarding pension account of mother.

I belong to jalandhar punjab. My father had a account in pnb ladowali road jalandhar, punjab since so many years. My expired and we informed the bank well on time regarding death and iquired regarding pension formalities for my mother. So the dealing clerk mdam told us to submit the orginal death certificate an to open a account of my mother. We submitted the documents and opened the account as bank told us to do. But the pension has not started coming when we came to the bank and inquired they told us that you have to sumitt the affidavit and wittness. She never called us and informed us.
This is really very bad on the part of her work done, she should be given training about the details of her work handlings.
Kindly look into the matter. Looking forward for your positive attitude.