Est late Mrs j e du Toit horrific customer service

. My mom passed away 23 of April we submitted all her documents to the FNB fiduciary dep first I was told that if my documents are not correct my mom's file will be put to one side and if I'm lucky they will do a review in 6 months time then I sent my documents to them them after talking to another lady who does not take time to explain the process to us as if it is to hard for her to do the I e mail her twice to adk not how far the process is I know it takes time but to enquire if the paper work is in order no e mail no phone call asof now all we know is FNB claims a fairly simple estate no property no investments just a small amount of money will take long and to retrieve a will 2 weeks the staffus rude seems as if they get annoyed if I adk questions it's justgood etiquette to respond via e mail a simple yes documents are in order no we need more I'm horrified at the level of service of hence I'm Std bank private customers we are mourning the passing of my mom and still have to put up with this