Standard bank estate officer Chicco Mtshali and the whole department

I have a problem with Chicco from standard bank estate, he’s not replying to my email and it’s causing a delay as I am suffering financially and he doesn’t seem to care. The whole department as a whole is utter nonsense. I’m genuinely tired of making an effort as if I’m not a customer. Please can this be rectified ASAP, it’s been almost over a year now as she passed away in April last year and have not made an progress at all