Standard bank deceased estate doesn't prioritise their clients' families

Standard bank deceased Estate department has been a never-ending nightmare since my mom passed away in December. I have sent them the required documents multiple times and gone into the branches to speak to their consultants. All the consultants are able to do is "escalate the matter" and nothing else. I understand that the department is under serious backlog with so many people having passed in the last year. However, to not get any feedback or any contact from them is a major inconvenience. Our home is in errears and we get letters of demand from attorneys. How the hell are we supposed to pay them if standard bank cannot even tell us if there's a policy that covers the bond? We're sick and tired of not having any kind of feedback from anyone at Standard Bank deceased estate. We're reduced to stress levels that won't go down because we're unsure what the actual **** is going on. Can anyone please try to assist us!!!