Poor service from Absa

I have requested for Absa yo assist with an executers letter which I requested a few years ago when they were handling my families estate, as executor and administrator. I was promised the letter and never received it. I just found out recently that there were parts of the estate that were not concluded and sent njmerous emails to Absa's Estate Late department and i still dont have feedback 2+ months later. I went to the DOJ to see of i can get a vopy of the executorship letter and I was advised I needed to go back to absa to Absa as they were the executors.

i don't know what else needs to be done because I'm really not getting any joy with this tidious process.