Pathetic Service

For months the Estate Lawyer of my mom estate has been contacting FNB via Email, submitted all the necessary paperwork needed only to be ignored, he can see that the Emails are being read, but no response, not even an acknowledgement or a reason for delay. Every single phone number for deceased accounts on FnB's website is not available when you dial them. Its not even busy, its just not available. What is going on? This is absolutely pathetic!