No service from Capitec Bank Deceased Estates

We are struggling since January 2022 to access the funds of a deceased who held accounts with Capitec. He person passed in April 2021. For longer than a year Capitec branch has been emailing the required documents to the relevant department, with no assistance. Capitec is just saying that they have not received any documents. The attorney is always involved in the matter and he personally visited the branch on numerous occasions but yet without any luck. In the beginning of this month we were told that the documents cannot be sent from the branch but directly from the attorney's email address. The attorney never heard anything yet again and when he phoned Capitec he was informed that they didn't receive any documents nor do they have any record of any previous incident numbers relating to this matter. Where do we go from here....