Absa keeping family in dark about inheretance.

I have been calling HQ to trf me to their trust department to find out how far my stephfathers estate is but no one answers the phones. Is there people that get paid for a service or can someone at least send a mail or pick up the ph and talk to us. My stephfather passed last December just before his birthday Nicholas Dorfling dob 25/12/1944 I have sent my mothers death certificate as well as her will on request of other family members but now almost 4 months not a word from absa trust