horrible service

I have a pending case with the deceased estate team. They suspended my account in Aug of '23 pending a request sent to Master. failure to resolve the enquiry , I started making follow ups with the DPT of Justice and FNB. To date DOJ is insisting they haven't received any form of communication from FNB. i have made several attempts to give them alternate emails to contact administrators at the masters office. Each time i call the contact center i am told they will escalate the matter. only to find the last correspondence was only sent on October '23.