DECEASED ESTATE DEPARTMENT NON EXISTENT SERVICE!

Your bank must have the WORST deceased Estate department! I have been waiting for OVER ONE YEAR!!!!! for responses to my email requests in respect of Deceased Estate matters. Despite SEVERAL follow-up emails, SEVERAL phone calls (on hold for 20+ minutes at a time!) and STILL we do not have the documentation we require. Does this department even EXIST ? ONE YEAR!!!!!