FNB Fiduciary unacceptable service

FNB Fiduciary administrators and process is slow and unprofessional. My brother passed away 4 months ago (September), I submitted all the details as requested by FNB within a week. I have been following up on the process at least bi-weekly, because one simply does not get any feedback from them. This week, I noticed that the email of the administrator bounces back on the email, and I asked twice if someone can please help me - as other FNB employees were also cc'd in the email (about 4 members). Eventually I received an answer that the administrator no longer works at FNB and the case has been transferred to another administrator. I asked where we are in the process now, as last I heard it was submitted to the master, but because of the delays at the master's office, no feedback yet. (that was in November...) The new administrator simply tells me: "Kindly be advised that I am working through the estate to ascertain what was done and still outstanding. I can confirm that I do not see that the Letter of Executorship has been secured as yet from the Master of the High Court. The Letter of Executorship is required before we can officially administer an estate as that gives us the authority by the Master to attend to a deceased assets. Trust you find the above in order and we will update you when there is further developments." So I asked, "I was informed the Master's office is up and running again, can you perhaps give me an estimation of how long we will have to wait again? It's been 4 months now. I heard of other cases which have been dealt with already by private executors, what is the hold up with FNB?" The administrator come back quick with: " I unfortunately cannot advise on the Master of the High Courts turn around times or reasons for the delays. We will request our agents to do follow ups on the matters outstanding with the Master and revert back to all parties concerned." Hence I asked: "Can you give me a date of when you will revert back to me? Or do I have to send an email every day or week to get feedback?" And this is what I received back: "I am working through the matters in the region of 100 files from previous administrators. I cannot commit to a timeframe at this point however if I have progress, same will be communicated with all parties concerned."

I was completely dumb struck by their answer. So I kindly gave the following feedback and cc'd more employees to the email, but it seams they don't really care about the service they offer (which in my experience is very poor) and I would not recommend anyone to use this service offered by FNB.

Dear FNB, I am dumb struck on your answer to me "You cannot commit to a timeframe...". I understand that you might be low on staff or have other issues, but the fact that FNB offers a service to their customers which they cannot deliver is unacceptable.

My late brother would have definitely not let this be as is... he trusted you with his affairs.... Now we get this kind of service - that's not right.