NO CUSTOMER SERVICE

Why is it impossible to update a will? I took my 86 year old mother to standard Keywest to be told that the person is not there, so they took her details and the relevant person will contact her. That was two weeks ago. I then took her to standard Village square a week ago to be told the same thing. Guess what, still waiting for someone to contact her. On top of it first question asked is the name of the person who did her will in the first place. THIS WAS DONE 17 YEARS AGO, HOW IS SHE SUPPOSED TO REMEMBER AND WHAT DOES IT MATTER. I cannot continuously drag my mother around, she is 86 and battles to walk. This is really shocking service from a bank she has been with for years. I suggest you give her a call and make arrangements that suit her, AS SHE IS ONE OF THE CUSTOMERS THAT KEEP YOU IN BUSINESS!