Standard Bank Estates dept. is useless

The Estates and Administrations department are anything but useful. We have an estate run by them that's been going since early 2018 when our family member passed away. If it wasn't for us constantly following up and sending emails we would not hear from them. We've now been told that the papers sent to the master of the high-court were lost and it all needs to be done again. Like seriously? It's the most basic of estates to sort out. It's now been close to 2 years. Please sort this out so that we can put it behind us and move on.