ABSA TRUST NON EXISTANT SERVICE

I handed in estate late documents on 7 April at Absa Parow to be couriered to Absa Trust for processing, My aunt passed away 17 Jan and i had been struggling to get hold of someone at Absa Trust to help me with the documents they required. I then wrote to Absa action line and got a reply in June to say that they had received the documents and they would forward it to the attorneys for further finalising, Yesterday the attorneys confirmed they have not yet received the will and instructions, I have spent hours holding on, trying to get hold of someone to help me, I am a financial advisor so i know the process. I have finalised 3 estates within this time for my clients. i think their service is shocking, covid can only take the blame for so much, they are just not doing their work? WHY DOES IT HAVE TO COME TO THIS TO GET RESPONSE.