Despicable Service from the Master of the High Court

I have been waiting for nearly 2 years for the Master of the High Court in Johannesburg to issue a letter of executorship to both my mother and father who passed away in 2009 and 2019 respectively. The letter should be issued to Standard Trust Limited who will be acting as executors. Apparently they (Std. Trust), go to the court every Wednesday with a dummy file that is supposed to escalate the request (hold my beer while I exhaust myself from laughing so hard!!)

I live in the USA and am unable to personally visit these places to check up on the work done. I'm reliant on Std. Trust to give me feedback (which is few and far between). I realized at the start of this process that it would take a long time to close the estate (which is very simple) but never thought I'd be waiting nearly 2 years to get the letter of executorship.

My father passed away in September 2019. He had a Will and it was a very simple Will with no debt. He had a house and I have had a buyer for it (since November 2019). On the deed of the house it was found that my late mother's name was still listed so in order to remove her name and sell the property, Std. Trust needed a letter of executorship for her too. The Master of the High Court can't find her documents (or they were never filed - who knows?), but either way, no letter has been issued, the house has been empty for 2 years and it's in a colossal mess because effectively, no one owns it, and Std. Trust couldn't care less.

I realize that we are in the midst of a pandemic, but surely business goes on? I get very little feedback from Std. Trust and I'm sure they are getting zero feedback from the Master of the High Court. With all the Covid deaths I can't imagine how many people are going to be battling to get anything out of the Master. I find myself being in a humungous line of mourning people who just want to get their lives sorted out and move on with their new normal.

What must one do to get service from the Master of the High Court?