accounts department disappointing

I am dealing with a deceased estate. There is money owing to the deceased.

1. I notified Lancet that the deceased passed away.

2. I furnished LAncet with the relevant documentation

3. I have phoned your call centre four times requesting the procedure to get the monies deposited. Not one person understands my question.

4. I have requested to speak to a team leader, 4 times, not one team leader comes to the phone.

I am trying to finalise an estate and need help. Please furnish us with a number of the correct department to speak to.