Bad service FNB late estate department in Pretoria

We have lost our mother on 31st of January 2021 and she had a will with FNB whom as well is the executor of the will , we have communicated with with Pearl Saaiman for over a month regarding the estate we only received a proforma showing the estimate of the will. We tried calling her and sending emails regarding moving forward with the will and until to date she hasn’t came back to us or even replying to email or calls. This has been going on for long and we are not happy with service. Can we rather get someone who is more sympathetic and willing to assist us as my younger sister who is still in school has no means of any income or even funds to of basic living. This has been the toughest moment for all of us and to receive such poor treatment is heartbreaking.