Estates department and Estates Officer Tebogo Mokoa's service is the WORST ever

The service we have received from Standard Bank Estates department with regards to my late brother's estate has been APPALLING to say the least. The lady who is supposed to be handling my brother's estate, Tebogo Mokoa does not respond to any of her emails and we cant seem to get ahold of her ANYWHERE. This is not the first time she has just disappeared and now once again NO ONE is able to get ahold of her and we are told that she is working from home. My late brother entrusted Standard Bank to efficiently deal with his estate and it breaks my heart to see how poorly Standard Bank and its member of staff have handled this whole matter and what breaks my heart even more is seeing my mother breaking down from frustration because she needs assistance and no one is prepared to help and she has no one to turn to. I would like this matter to be escalated and someone of higher authority needs to contact my mother ASAP and I want Tebogo to be taken off my brother's case and have someone else who actually cares to deal with my brother's estate. If this matter is not resolved within the next 24 hours I will put this on EVERY social media platform, I will contact the Ombudsman if I must, I will hunt down the CEO of Standard Bank if I need to but one thing I WILL NOT stand for is watching my mom hurt more than she already is