Call Centre clueless regarding Deceased Estate

Call centre agents are clueless when in comes to dealing with Deceased Estate. In November 2017 I went to a Woolworths store in JHB and submitted my late moms documents , the store told me they emailed all the documents to *** and also faxed to some number and told me it was delivered. Since that day I've never received any feedback , then to my surprise 3 years later , the account has been handed to the lawyers and it is in arrears. For some reason this *** has no number to contact to do follow ups . I just wish the back end of the store could be as professional and as friendly as they are when we walk into a store and offer us store cards to buy on credit. Spoke to Nandipha Gigaba who also wasn't helpful after being on the phone for about an hour been taken from one call centre agent to another and 5 numbers later still no help!