Complaint Late Estate 25573/2021

I am trying to get adequate feedback on the status of my stepfather late estate, more specific a LETTER OF APPOINTMENT AS EXECUTOR of the Estate, but after numerous emails to the Master's Office Cape Town and various complaints on their portal, I have received no feedback whatsoever. I have a papertrail of emails and read receipts from here to Cairo. What does one have to do to get someone to respond to my queries? The person in question passed away in June 2021. Surely the Master's office is their to serve the public. My mother is old and has no means of income while the estate is held at 'ransom' by incompetency. She is the main beneficiary and I am quite sure it was not my stepfather' wish that she struggles after he has move on.