No service from Standard Bank

Good day. I have logged a request with Standard Bank's deceased estate department as I am urgently looking for Tax Certificates on my late husband's bond accounts. My first request was on 10 July 2018 and I followed up with more information on 16 July 2018. I forwarded the 1st request to make sure that they have the original request in order to avoid confusion. In both instances I included all documents pertaining to my husband's death as well as the Letter of Executorship. Their automatic reply states that they will reply within 5 to 7 business days. It is now 7 August, 3 days short of my 1st request. I have had NO reply from Standard Bank, not even to say that they are not able to assist. It is really very inconsiderate of them, especially as this is a very difficult time for the family that has to try and resolve all the outstanding issues. My husband's income tax needs to be resolved before anything can really proceed in resolving his estate. Kind regards, Ronel Richard