Bond cancellation incompetence

On the 12th of October my conveyancing attorneys contacted investec for bond cancellation figures. By 26 October we had recieved no feedback. We had to escalate the matter to get a response stating that the bond is part of a deceased estate. This is not true. But even if it was, when was Investec going to respond? Two whole weeks and nothing, but it took less than 30min to get them to respond stating its a deceased estate??? The entire property sale is in jeopardy because of Investec's incompetence and lack of urgency. This transfer is likely to now only go through next year, leaving people without a place to live, and incurring additional expensese that could have very easily been avoided if the staff at Investec just did their jobs.