Poor customer service

My stepdad MJ Stone passed away in May 2019. He’s estate is with Standard bank. We are now four years and seven months to get the estate resolved. It has to be said that the service from Standard Bank is shocking. The communication that you receive from Standard Bank to get this resolved is pathetic. It seems like they are deliberately trying to render poor service. In the meanwhile, my mom has passed away, and her estate cannot be resolved due to Standard Bank. Not responding to emails and no phone contact numbers