Disappointed by the service

I have never been so disappointed in a reputable bank like i am with FNB in a time of need. I havent experienced any of your values "accountability" "ubuntu & respect." . My twin sister passed away and she was a private client, i went to the branch on the 31/01/2024 to request statements of latest balances of all her accounts as per Master's court request in order to do a letter of authority. At the branch they only gave me her cheque account statement which i saw on her debit orders that she has a "FNBINVEST" i tried to get hold of her private banker whom promised to request the investment statement and a copy of Will but i havent heard anything from her regarding such, i also texted her today she did not respond yet. I went again to the branch and the consultant could see the account and could not access for her to print a statement, She nicely put me through Ash burton i hold on for an available consultant only after i narrated the request i was transferred to Fiduciary, who could also not assist and sent me back to Ash Burton, im so frustrated with this back and forth, All i want is my sister's documents so that i get her admin going all her other financial institutions assisted me hassle free, But her own bank is giving me a headache and doesnt not care and no empathy for the bereaved, this is supose to be the seemless process with a peace of mind but with FNB you must sweat just for a piece of paper. Can someone competent give me a call *** or email me the documents ***, I have submitted the ID and Death certificate they should be on her profile.