Absa is unreliable and not trust worthy

So my mom passed on last year December and had an Absa account. We had known her to have an Absa life insurance but when we enquired about this we were advised that she canceled it. A month later we received a notification on my late moms phone for an Absa life debit order. They told us they have a recording of my mom canceling the insurance.

A month ago we went to a nearby Absa brunch to listen to the recording and their call centre advised that they couldn't find it as yet and would I were to receive it via email 2 days later.

We have called them 3 times thereafter to follow up and still no recording. They just keep escalating the matter. It's been over a month now and there has not been any update or recording from them.