Disgusting Service from FNB Late Estate Department

My mother passed away and I need FNB Bank Statements to finalise her estate. I have emailed all the information they need and called 5 times. Every time I phone the customer care person gets hold of Cindy via Skype and Cindy says she will send the statements to me and nothing happens. I am now at the end of my tether. I have explained to each person and I am sure Cindy is aware that we can only scatter my mother's ashes once her estate has been finalised and all we need are the FNB statements. This is an inhumane way of treating a family who is mourning their mother.