Is Sanlam just a terrible service provider or are they *********?

My fathers estate is being so poorly managed by Sanlam. He passed away 6 years ago and throughout these years every item has been a struggle and we are still waiting for it to be finalized. We receive the same monthly email that remains unchanged (6 years later), providing no details of what is outstanding or being done etc. They are charging for services they are not actually performing. We had to involve an attorney to get them to fulfil their responsibilities. Three years ago I personally visited the masters office who said they were at a loss as to why Sanlam had not finalized the estate because from their side they did not have any issues. They agreed to remove them as executors on the basis of the terrible service however advised that the estate should be finalized, at that time, within a few months so we decided not to change. Three years later and they just have another excuse as to why we are not any closer to completion due to Covid. Truthfully, the longer this draws out the more money they make so I am wondering if this is a case of poor service or a result of their plan to draw matters out as long as possible in THEIR best interest and not the clients.