Non reaponse from deceased estate unit

I am so frustrating at the insensitive service at standard bank call center home loans and deceased estate unit. I have been calling for 2 weeks. After waiting for over 30 minutes i get referred from one consultant to the other. Right now i have been trying to get assistance from Promise Xaba who requested that i send an email with the requested documents and has not responded 3days later. I pleaded with her and mentioned that we have an urgent deceased matter to resolve and mentioned that i have beem taken from pillar to post but right now i am not getting any response. Instead her email sends a response saying she will be on leave on the 29 April yet i spoke to her in May. I have been to Simmonds Street twice but they also put you phones. I am totally devastated. Instead of mourning my mother properly. I am dealing with a pathetic service