FNB Deceased Estate non responsive to emails and call center says they will act and do nothing

We completed the form notifying them my father passed away last year and we require a bank statement for the closing of the estate. An email was sent acknowledging communication where we would be communicated with in 48 hours. There was nothing. I then phoned the call center a week later and was told that the statement had been sent to the lawyers and it could not be sent to us. The lawyers said they never received any email from FNB. I called again and was told they had escalated it and it would be sent to us. Nothing was received. I then emailed the deceased estate team again and have still not received any response. I attached proof that my mom was the chosen executor etc. Death is incredibly difficult to deal with and if we were treated with some humanity it would help the process. But to be continually ignored and **** to just causes more anxiety and pain. I am very disappointed with the bank and would like someone to please take us seriously and respond accordingly.