De*****ing Bank

Absa has been holding to my father's will for over a year now, no communication was done or whatsoever, we submitted every documentation that they asked for but still nothing, tried calling last week about the matter but I was promised to be called but still nothing. How long should we wait till this is resolved, will it ever be resolved, is this a way of ******** and de*****ing your clients? How does 1 trust you after what you have put us through? Will we ever get what's due to us?