FNB Poor Service

I am very disappointed with the way in which FNB Deceased Estate has handled my mother's estate. I have been requesting a Statement of Financial Balance for about 3 months now and to date I am still waiting. Their turnaround time is stated as 31 working days... This is holding up the finalising of my moms estate. Their service and replies to emails is pathetic, only automated or read replies are received after numerous queries still no further assistance received.