Choose another bank

I have sent numerous emails to TymeBank in an effort to get my deceased mother's bank statement and close her account (as the executor of her estate) and absolutely no one is helping me. I sent through the documents they require and in an reply I get asked for the documents again. I call, they say they will see what's going on and call me bank. Nothing. This is ridiculous. Where is the customer service? Where are the competent staff doing a basic part of their job? Why the 3 week delay in an email response?