Always "offline"

I am writing this complaint on behalf of my Mother, she has been trying for months to get a letter regarding my late Dads estate, we have a policy that needs to be claimed, however, we can not do so due to the fact that the departments systems have been "offline" for the past 3-4mths now. This has been tough on us, especially on my mom as we lost an important person in our lives and we struggling to get such a simple thing sorted.....