Standard Trust Deceased Estate Administration Disaster

Their deceased estates administration is a disaster. It is now 2.5 years since a relative passed, and the estate is not yet would up for distribution. From day one, when they dug up an outdated will (they could not find the new will initially), to lost documents, no proactive feedback, no feedback to mails, no positive actions after escalating to their complaints department numerous times, we are really frustrated. Fixed property sale was cancelled as there were delays in appointing an executor. The property was finally sold and funds received 10 months ago, yet we still wait for finalisation of the estate. Our request is simple. They have been drawing up the liquidation and distribution account since February. It is a simple, small estate: When will this be finalised, surely this cannot take over two months. They cannot even be bothered to reply to requests by when the liquidation account will be sent to the Master for approval