Disgusting Service

We have been trying to Transfer my late Mother's account into my name since the 31st of August 2020. We have sent through numerous emails to no avail. The service has been absolutely disgusting. All the transfer fees and monthly levies have been paid, and yet no one bothers to contact us with regards to the transfer. I have spoken to customer service today on the 19th of Jan 2021, and the account is still in my Mother's name. We cannot contact anyone at the transfer department directly, due to them being on another system and because they are also using COVID as an excuse!!