Pathetic service and consultant not willing to help

I went to the branch last week Tuesday requesting my late father's policy docs to apply for executor letter and i was advised i will get them within 48hrs but nothing. I kept following up and consultants kept saying they have been sent until one consultant advised that am not the only one not getting correspondence, clients have been calling. Monday i followed up and Giventia sent me the docs using her email. Her service was excellent. Now today i have called more than ten times no one is helping me, there is outstanding info on the docs sent. I spoke to a consultant Ndoni or something who even dropped the line on me when i asked him to hold to check if i received the email but he puy me on mute and dropped the line... So pathetic and frustrating. Am so disappointed