Horrible sefvice

I am having a problem with mfc,i have been calling them nonstop requesting assistance with my late brother statement, we are in process of applying for a letter of authority, but you guys are making all hard for us. Whenever i call after submitting all the documents I am told that the account has been handed over to legal and there is this one special person out of 1000s of employees who supposed to help me and whenever i call, he or she is not available, Yoh you guys are full of nonsense