Handler of the estate unhelpful

My mom and dad a few years ago took out a will with Standard trust. My dad past away on the 9 of December 2014. The will was then given to a woman called Sandra to handle it at standard trust. Needless to say, from day one, this woman has given my mom nothing but grief. In the whole year and 2 months she has called my mom 3 or 4 times and all she wants to know is how my mom is going to pay the money. Yesterday, Sandra sent my mom and email and threatened her that she has sent the auctioneers to her house because my mom was a day late in sending some documentation. I find this humiliating to my mom and absolutely deplorable. My mom lost a husband and this woman was less then sympathetic and it appeared she couldn't have cared less in helping my mom with the estate being finalised and more worried about the money that must be paid to standard bank. She gives no advice on how to go forward or what options my mom has. I have no idea why you would hire such an insensitive person like that or unhelpful .Wills and deaths are sensitive and people grieving need help. My mom is a 64 year old woman who has no clue what to do about the estate and she just wants a solution.