Absa bad service delivery

ABSA Trust department My mother had a will with Absa Trust, My mom passed away 13th August 2021, I notified Absa by the 21st August. All forms to Trust department have been confirmed and completed by my branch in Woodstock cape Town. Everything was emailed back to Absa trust and they confirmed that they have received all documents, THEY HAD ALL DOCUMENTS BY 27th August 2021. And I was told that everything would be sent in that week to the Master's office. TAKE NOTE THEY HAVE BEEN SITTING WITH THE STUFF FOR 5 MONTHS And TO Date I Still Have No Reply.

Now today 4 weeks later I want to query from the Bank again or should I go straight to the Masters office where the Letters of authority are, since I have not received them yet, and they simply want proof of lodgement from ABSA Trust to trace it, which should be a simple procedure. This is by far the most unprofessional service delivery for the family grieving, from Absa Trust. Can anyone help or where do you escalate the matter further. I'm a only child so there's no other siblings.