I order a file for my late grandmother appointing my aunt as an executor and the file was order in April but still today we haven't received anything

We went o Pretoria high court in April 2017 all the way from vereeniging and we were told that the was a storage problem and we should come back in two weeks time but even then they might not have the file.I complaint and asked to speak to a supervisor who refered me to Sybil Maimane who originally request da form from deceased estate in February 2017 and she said we must leave all documents and she will contact us in September when the storage problems has been sorted out she never did .In October I called again spoke to Sybil and she said is going to da storage to check n she will call me back and she never did and after that she was ignoring my calls then I called da call centre and I was given da team leaders email address ,his name Mr Bee Nortje 4th October and I did send him an email,on 6th October I send an email requesting feedback and on 9th he cc'ed me when he was escalating ,on the 16th October I did send an email to him and he didn't reply,on the 24th I did send another email and I got an auto reply he was on leave and I should send an email to Miss Regina Rapudi and she rep**** on the 26th saying she would look in to matter.on the 2nd November I did send her an email and I also told her I'm going to complain on hello Peter and she said she will contact me as soon as she has allocated the file till today no file and that means that we have to wait from February until now.the service is very bad and no one cares I'm so disappointed but any it's government that's how they work