Extremely poor handling of my mother's late estate

I would like to lay a formal complaint against Dimakatso Chauke Estate Services T +***7 F E *** Absa Pretoria Campus Block A | 337 Petroleum Street, Waltloo. My mother passed away last year on February 2021, we contacted Dimakatso and sent in all the papers she requested to begin processing the estate, she assured us it would not take long to give us feedback. Several months of trying to contact her and sending emails came unanswered, the estate office can never get hold of her and we get the reply to 'wait for feedback'. We finally got hold of Dimakatso on her private cellphone number after phoning Absa repeatedly after a YEAR (it is now February again 2022) only to get the answer from her 'oh there wasn't enough money in the account to start the investigation'. My complaint is that she is very poorly doing her job and not caring about Absa clients or estates enough to at least inform of this fact, rather she needs to be hunted down to get answers from. This is a very poor performance and unacceptable as I usually thought Absa was of higher standards than this. To make matters worse now she is sending a bill per email stating the amount needed to begin the process while we are already in the process of trying to appoint a better person to help from another company that is more able. Regards Shawn van Wyk