Nedbank Deceased Estates Department - Zero Service or Response

I am the appointed Agent for the Executors in a deceased estate. Nedbank Deceased Estates were notified of the death, and 4 follow up emails have already been sent, as well as a request to escalate. To date we still await the courtesy of a response to our various emails. Shocking turn around times, very disappointed with the declining levels of service from the Deceased Estate Department.