Worst service from standard trust both jhb and dbn branches

The worst when it comes to deceased estate. My mom's Estates account has been open from 2015 and toll today we still running around with Standard bank to get what's due to us. They never reply their emails and when they do its always the same excuse for 6months they tell you they waiting for the masters office to revert to them, a whole 6 months??? We really Wana move past this but can we just get what's due to us then we can part ways. This is fustrating