Very bad service

I have been trying to get information from Nedbank regarding my late mother, I keep sending e-mails and no response after 2 weeks. Previously I did call the contact center and the agent advised me that the department that deals with deceased accounts do not have a contact number and they can be reached via mail only which I did and I just get the automated response but not a response from an actual agent regarding my matter. This is utterly unacceptable from such a huge organization that is suppose to service clients but you barely receive any service.