Shocking customer service

A family member diesd in July 2020. Standard Bank are executors. All documents submitted in August. In Feb 2021 R37000 had to be paid in fees which was done. No communication at all. E mails sent to person dealing with estate and her superior, not a word from SBSA. In August after numerous e mails we were advised that the person dealing with the matter had left and nothing had been done on the estate since February. New person appointed and same story - no reply to phone calls, no reply to e mails including numerous people in Standard Bank who were copied it. Not one word since September!!!! Seems as though they were keen to take payment but they are not keen to give an update. Widow meanwhile is desperate. Come on Standard Bank - what is going on with your so called customer service.