Poor service delivery by Sanlam for the bereaved family

My sister passed away working for Sanlam. We contacted them so that we could get a statement of her benefits from them ie: provident fund and other benefits. We needed this statement because the court had said it needs all her belongings to be presented to it so that it would be able to transfer ownership to us. They said their rule says they must only start attending to the deceased issues 3 months post death. My sister died in December 2017, we waited until it was May 2018, but no one bothered contacting us. We decided to contact them, but the gentleman whom were referred to, called Ernest Ntaba has never been helping. We would call him with difficulty, eventually reach and he would make empty promises. I had to send him an email expressing my dissatisfaction about his behavior that he sent the statement. Then we asked him about how far the process was regarding the payment of my sister's children's money. He just said he has done and finished his job, the matter is with the trustees. We waited for months again to hear either from the trustees or anyone,but nothing happened. We had to call him again to request the contacts for the trustees, which he promised to give but never did. And I have emails to prove all this. He eventually sent me an email saying the trustees have finished their job. He was going to get back to us with the verdict i.r.o trust for the minor children. We had to wait again! Eventually we called him again to demand the contacts for the trustees which he gave. We called the trustees, who were also not helping. They said they won't communicate anything with us. They only communite with Ernest, who is expected to communicate with us. Now we are stuck between the rock and a hard place. We don't know what is happening right and how do we move forward.