over 2 week waiting for the fiduciary team to assist me after 2 calls and 3 emails and nothing still

I've call the FNB fiduciary team twice already since a week ago requesting for the Will for my mother and today it's almost 2 weeks since i sent the request, i've also sent 3 email requesting assistance and all you get is the auto reply that they will get back to me in 48 hrs and 2 weeks later i have not received a call or an email trying to assist me. it's unfortunate that i have to send this because i normally get great service from FNB but this one is hard because there's so much to be done after my mother's passing and we need the will to get everything going. I truly don't understand how the hell this department takes so long especially with what they are helping clients with and this happens when you desperately need their help it is really disappoint and makes me worry. this is even worse because i'm staff and i don't say that because i want preferencial treatment but this is a company i'm proud to work for and i always tell everyone me that it's the best