Nightmare for closure on a bond account

This is my second review that I’m writing with regards to closure for my moms bond account which is settled with Standard Bank and the bank still has not assisted her to date, the account is with their deceased estate as the co applicant (my dad) has passed on. My mom is pensioner is not getting any joy with the closure of this account and title deed docs no one has bothered contacting her regarding this issue she has been to the branch and was given an email address for the person working on the account a week ago to date the agent didn’t even bother responding. This is totally unacceptable from the bank.