Deceased Estates

I have inherited a firearm from my mother after her passing and this firearm is sitting in a local gunshop. The gunshop has requested a document for the release of this firearm into their legal possession on 25 May 2017. We received an e-mail at the time from a lady named Pontsho Matsapa stating that the Master of the high court is moving archives and apologizing for the delay. This was on 26 May 2017. Since then she has ignored all e-mails and there is no answer at the stated contact number at Barclays Pretoria Campus. There are also no contact details on Google for the relevant department to lay any form of complaint and we are at 8 Feb 2018. No response and no care for client centricity or the apparent "Respect/Integrity/Service/Excellence/Stewardship" that Barclays state they live by.