Computershare - shares

We and our lawyers have been struggling for three years now to have my late mother's Computershare shares paid out into her estate account. We have been sent up and down between ABSA brokers, consultants, and Computershare consultants. All forms and documentation that were requested have been sent multiple times, and now we were told last week that they cannot find my mother's profile. Yet quarterly statements as proof of her shares were received and suddenly it stopped. This is very concerning and unacceptable !! Can ANYONE please direct us to the way forward?