Poor deceased estate service

After passing of my mom I went to fnb cause she’s been their customer for years. I was told I will get assistance once I come in with the letter of executorship. I take that and suddenly I have to mail deceased estate departments and it’ll take 7 working days to process. No communication from that department, however the auto response says 31 days. Can we atleast get communication as to which agent is working on this case and progress report or somewhere I can check progress. Now we just sitting not knowing if we should call or give them more time. I’m not happy