Bad service from Standard Bank trust and Luigi Jackson

My late Mom had a Will with Standard Bank and we have by far received the worst service from Standard bank in Bloemfontein from Luigi Jackson. He is always unavailable on his phone, the only way to get hold of him is if I send an email before calling, and sometimes that too does not work he can go up to a month without talking to us, and when he gets back to my family he does not give us anything concrete. The last conversation I had with him was that he gives us an update every Friday and he is also still not doing that. At this point I don’t know what to do and what hurts the most is how he blatantly lies to our Family. I really hope this matter gets solved because I have had it with Standard Bank and I would never advice anyone to have their Will with this bank.