Long outstanding estate still not resolved

Over a year later, I'm still writing a bad review over this same issue. A death was reported to FNB on 23 June 2020, which over is over 26 months ago.

On following up with Kaashifa Kader by 1st September who took over the file from Dineo Mamatho who had taken over the file from Charmaine September. Kaashifa eventually responded by 7th Sep requesting to revert with feedback on the Friday after. Since then I have been emailing Kaashifa with no response on her end.

The frustrations here are:1) how can an estate file be opened for more than 2 years and this is twice more than their initial quoted turnaround time of 9 months. 2) Our file keeps on being moved from one person to another and none of these people even had the decency to introduce themselves to us, only at the point of following up we are told that "the file has been handed over to..."

Can FNB just finalize this file, moreover this is not a free of charge service, the estate had to pay for this.