Very poor service

It has been 3 years since submitting my mom's estate documents. This happened a year before COVID. So there is no excuse. We simply don't get a response from them. I have emailed and tried calling was on hold for nearly 50 minutes before I had to drop the call. I also escalated my complaint, but no feedback. The person who handled the estate resigned and no one else has made contact with us to say they are handling it now and when it will be finalized. I would not recommend anyone to make Standard Bank the executor of their estate.