Call centre and back office repurchase issues of UT

The call centre sends out templated stuff when asked a direct question and for an escalated response. A deceased Estate matter where Unit Trusts that were supposed to be repurchased are missing in action - despite 3 requests to liquidate - funny it is the larger amount of 2 investments where there is a non response. The smaller one was paid so they have ID Numbers etc and Proof of banking and FICA. Been a week and still no action....then spoke to 2 principals who own their own brokerages and both said good luck in dealing with their back office - known for bad service before lockdown....oh wel