Dismal Client Service

I have been trying to wind up my mother's estate as the executor for the past six months my passed five years ago I submitted all the required documents and was turned away by Yusrah at Std Bank Woodstock I finally got a call from the department who deals with it a gentleman Massi and he was sent the same documents I tried to submit for three months to Yusrah I went in this morning to follow up on the process and timeframe for the matter to be settled yusrah resent the email and refused to call Massi to confirm the timeframe for the finalisation of the process im totally frustrated the run around and staff who cannot provide the service of a follow up by calling their colleague is this what std bank has become staff who totally disregard client requests because it's not convenient