Complaint about executor.

I am so irrate with the service given by Sanlam in Pretoria. I have made a formal complaint to Sanlams customer service support, no reply, nearly a week. As executors , the staff are obliged to keep beneficiaries informed through the process and to answer questions that beneficiaries may have, this is not being done, and it's wrong. I must drive from joburg to Pretoria for answers to my emails. Unprofessional, unacceptable.