Exceptionally poor service from Standard Trust

I have been trying to elicit a response from Silma Hamdulay of Standard Trust for six weeks now. Emails are ignored and her phone is never answered. I phoned their customer 'care' line in desperation and even they could not get through to her. They advised me to email their generic email address and promised that they would respond. Nothing happened. Yesterday I phoned them again and the consultant promised that someone would phone me back yesterday. Nothing happened. When you phone, you can't get through to any of the options except option 1 which is to report a death. I do not want to report a death, I want feedback on an estate. I have been struggling with responses from Silma since she took over my late mom and dad's estates. Never provides updates and has to be constantly nagged to keep the beneficiaries in the loop. Pathetic service.