An inheritance claim became a nightmare

A really close good friend of mine died a few month ago. I'm serving to the household to get his belongings from Binance. We have now created an account for his mother, verified it and submited an inheritance claim. We now have sent all required documents. All paperwork are translated to English and authorized by Notary. Nevertheless, we are getting some automated e mail and it's inconceivable to contact a real human within the Help. It's arduous sufficient time, however this claim turned a real nightmare for all of us. Is there a method to speak/chat/e mail with a human or someone who can clarify what they want? We now have offered the whole lot they've requested, but we're only getting an automated emails telling us the inheritance declare continues to be missing some key paperwork. Can somebody help? As a result of we are actually desperate.