********* has carte blanche on dead persons account

No answer on your ***** line!!! Go through the menu, works fine up to the point where some one actually has to answer!!! Line goes dead. My mother in law passed away and there has been activity on her account, while she was in hospital and after she passed. Got the statement, no problem, now only need a time of the activity, now this seems to be top secret???? Now I can not get the video footage required to open ******** case.