Absa wills and estates

My mom passed on. I sent through the required documents to Absa estate and wills department on the 28 September 2017 as she had a will with Absa. They told me a lady by the name of Lydia Venter will be handling this and I should hear from her within 10 working days. She never got back to me. I called and spoke to her after two weeks and she said they are still trying to get hold of the will. I called two weeks after that call which makes it 4 weeks later and she said they still dont have the will. I called last week Friday and she was not available. I still have not received the will. I am deliberately not mentioning the fact that when we talk. She is uninterested in what is happening, she does not explain the process, Even after asking her. She is not sympathetic to the pressures I have in requesting this will. Never mind the fact that the death has not been reported to the Master of the high court. Absa is really uncaring and not sympathetic. When I call the call centre the process is supposed to take 7 working days. Mine has taken 7 weeks. How difficult is it to get a will? Or is it simply that Lydia Venter is untouchable and so she does as she deems fit. Has she really done anything or I am being duped since there has never been any communication from her. Can Absa come to the rescue. Can they employ people who care. Above all can they report my mothers death, provide me with the will and sort out my mothers estate. She paid for this service or it does not matter now, Absa have their money and they employ the likes of Venter to deal with you.