Poor Service from FNB(Middelburg and Estate late derpartment)

We opened an estate late account in November 2022 at Middelburg FNB it’s now 2023/03/14 but My Moms accounts haven’t been closed we’re being sent from pillar to post by the branch staff and the estate late department and failing to give us proper assistance.I call weekly and have to wait +_ 30minutes min on call or sometimes they hardly answer their phones.they gave me a turn around time of 21days in November but already 90days has passed.Clearly Fnb is failing to uphold its Mission statement!