Really bad service to existing customers 😔standard trust limited please change your ways

This complaint is directed at standard trust limited. After my mum passed it took them 7 years to sort out the late estate. Now 14 years after the estate has been closed and finalized and archived I called them to request a letter on there letter head that states closed and finalized they first never available the call rings and rings the voice says you no1 and then cuts the call the you call back same thing 17 mines holding with no human voice then after an hour of trying I get a human who does not want to listen to my request just tells me of there money we must re open the estate and she goes on then finally she says we don't provide such letters and I should send my request via email standardtrust@standardbank. Co. Za this was sent this morning at 9 till now no automated response I hope the emails are not like the phone lines I'm going to get the letter in 6 months standard Bank please sort out those people phone lines or communication skill.. Can someone please help me get my letter so that I don't have to call that number again