Deceased Estate standardbank

Deceased estates, we have been calling and visited Standard bank in Simones street in joburg to query about my grandfather's estate. He died in 1998 and we are the grandchildren who are trying to locate his title deed. He worked for standardbank for many years when he passed onn all was handled by standardbank trust. We went to standardbank trust and where told to go to standardbank home loans. That's where our nightmare began, no one is avaible to answer calls as the excuse is covid, I work from home and we still deliver exceptional service from homes. For such a big corporate Gian like standardbank to have a receptionist in Simone street one of the biggest branches tell us they don't know who is the supervisor or manager of the decesead estate department as everyone was working from home. No one can help us the famous excuse is "everyone is working from home". What are they working if our emails and calls are not answered. This is totally insane. How I wish I was dealing with Fnb they know "customer service excellence they breath leave, eat customer service excellence. All we need is my Grandfather's title deed he paid off the house, he worked for standardbank and the house loan was with standardbank home loans. We have close to a month running around.