No Assistance on a Deceased query

It’s been 3 weeks now seeking assistance for a Balance Certificate for my late moms home loan account

My mom passed away on the 7/03/2024 .We looking into applying for letter of Execution. Not getting response from you is putting everything on hold

We go to different bank branches every week and the calls take up to 2hours just being on hold and waiting on your assistance or someone to pick up the call.

Emails as well no response.

But why not have an agent inside the branch to assist with such matter/ Deceased queries relying on calls and emails seems not to be helping as its been 3 weeks now no movement.