Estate late account

My mother died on the 26th of October 2019. After her funeral, we approached standard bank in person about initiating an estate late account. We sent an email on the 29th November 2019 to Initiate the account. No response. I sent a follow up email on the 18th December 2019. No response. My mother was the primary caregiver for my two brothers. Her benefits need to be paid and so my brothers can live and eat. What is the hold up? Do you honestly need 2 months to start this process???!!! Is this what being a customer of standard bank entails? I will go to the ombudsman if I do not get a response ASAP! These are people's lives your ineptitude is messing with! It's not okay! I await your response!