Fiduciary disservice!

Fiduciary services:

We attended a meeting on the 17/9 with Talia who passed us on to Lauren to wrap up my father's estate. Having recently suffered his loss we were confident that we would be dealt with honestly and speedily so as not to add unnecessary stress during this difficult time. The meeting was handled professionally and we were told that FNB would notify us within 24 hours regarding their role in the executorship of his estate.

We have phoned 5 times in total and been assured on multiple occasions that they would let us know on the same day. 9 days later we have yet to be contacted and there are financial responsibilities that need to be honoured.

The follow-up service has been poor and insensitive in our time of grief. Does the size of the estate determine the level of service?