Disregard of Late Mother's Estate

I'm baffled by the treatment I have received from ABSA Late Estate department. When advertising ABSA promises to resolve late estate matters within 8 days. My late mother passed away on the 10 September 2017 and I filed all her documentation with ABSA on the 21 September. I was assigned a consultant to handle my case, by the name of Lydia Venter. Lydia Venter has not bothered to call of communicate with me regarding the feedback. The last time I spoke to her was when I called (11 October 2017), she said she would call me back but never did. I tried again numerous times but she never answers my calls. When I finally found her on the 19 October 2017 she said she has order my Mother's original will and it will take 5-6 days to arrive. From the 11 September until now the 24 October 2017, why hasn't she been communicating with me. I'm frustrated because this is not right and I would like to wrap up my life but Lydia and ABSA are not interested.