Absa bad service

I have called absa deceeded estate contact number *** hold on for more than 24min they dont answer dont repsonded to emails sent dont contact me back the help line only to be told we must wait , We have waited for almost 2 year now to sort out my mom estate all we want to know is what is happening with the account she had and the money that was in her account , why must a person always have this kind of dealings with absa i have sent all the documnetation no feed back as yet please can we have answer its been almost 2 year and we woul dlike to finalize this.