Bad service

It's gone a month since I requested a copy of my sister's Will from ABSA, I have sent numerous emails but to no avail. I went personally to ABSA Greenacres branch, but still no response. I really do not know what to do anymore as I would like to conclude this process. But why do banks do this to us really. I would suggest those who drafted their Wills with banks, rather get yourself attorneys to do that for you coz it is really so frustrating to deal with people telephonically or via emails