Pathetic service by ABSA Trust regarding administration of deceased estate!

My family and I are grieving the passing of my father and ontop of that ABSA Trust just adds an extra layer of frustration. I had a scheduled call with Franklin Makue from the estate intake unit on the 21st July. I gave him whatever details I had and told him that the rest are being kept my stepmother who refuses to hand them over so my hands are tied. He then proceeded to tell me that I should send him whatever documents I have. He also told me that ABSA doesn`t have the original Will as it has been forwarded to the Master of the high court and if I can provide him with the copy I have, which I emailed him. During the meeting we also found out that the estate is in a deficit and before ABSA can take on the administration all the heirs need to sign this form and indicate how it will be settled. My siblings and I signed this form however, my step mother refuses to sign it and we can`t force her so now we are stuck. I called the intake center 3 times to speak to Franklin and I was told his line was busy he would call me back of which he never did. I emailed him and he has not responded to my emails. SO ABSA you tell me what we should do as my father passed away in January and it`s now August and his estate is just sitting there with no progress. I went to the Master of the high court to go check his file and found out that there is no Will as ABSA has claimed and the letter of executorship was issued to my stepmother. I have a Will with ABSA and will be taking my business elsewhere as I don`t want my loved ones to go through the pain and frustration that I am going through.