National Deceased Estates Department at Absa is not very helpful

How long does it take for the Absa National Deceased Estates department to respond to a query for information? The answer in my case is 3 months and counting. They have instead sent my deceased mother's personal loan on to collectors while refusing (in my view) to provide the signed copy of the personal loan agreement. If anyone at Absa can assist me, I would really appreciate it so that we can wind up my mother's estate.