This needs to be a zero-star review, not one.I have been in contact with this company since August 2024 regarding a certified copy of my late father’s Will. Despite following every instruction they gave us, we are still no further forward.After multiple emails and phone calls — many of which involved being on hold for over an hour — we were told to sign and submit forms of authority. These were signed by all beneficiaries, including the executor (my mother). After waiting a month with no sign of the Will, I chased again and was told they now needed to speak to my mother — a completely new requirement. This led to more delays, and when they finally spoke to her, they incorrectly informed her it was regarding probate and demanded £3,000, even though we never requested probate. My parents lived in Spain and had no UK assets; we only needed the certified copy to show to Spanish solicitors.My mother is vulnerable and referred them back to me. Since February, I’ve been dealing with this personally. After yet another hour-long wait, I finally spoke to someone helpful (Paul), who agreed something had gone wrong. I was transferred to another department, who said it was all a miscommunication and that the documents were now being prioritised and should be with me within two weeks.That was nearly three weeks ago, and still nothing. I chased again this morning (another long wait) only to be told that they hadn’t been sent off, and the last note on file said they needed to speak to my mother again. We are going round in circles. Now I’ve been told there’s a charge, which — while not entirely unexpected — has never been mentioned before. This is unacceptable, especially given the eight months we’ve spent complying with every request.What’s worse is that their communication is appalling, their internal notes seem inaccurate or incomplete, and there appears to be no clear process or accountability. Today’s call was just another round of being fobbed off — no manager to speak to, no escalation, no resolution.At this point, the company is obstructing the executor from accessing the Will — which is a serious legal issue. If this isn’t resolved immediately, I will be seeking legal advice. We are exhausted, distressed, and beyond frustrated. We have done everything asked of us, and this company continues to mislead, delay, and mishandle the case.The service is disgraceful, the communication incompetent, and the emotional toll on our family is unacceptable. I will also be submitting a formal complaint in writing
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