ABSA Poor Service

Poor customer care from Absa, my had her will through ABSA. The administration was then assigned to Schumann vd Heever, who are not assisting at all. I was told that the letter of executorship was ready for collection, I went to their offices to collect it but only to be told they will deliver the following day which I never recieved. I went back to ABSA with proof of emails between me and estate lawyers, wanting new lawyers to handle my administration. I have sent emails to ABSA in that regard, to date I am still yet to receive a response from them.