Investment acc no:20-***0

I am writing this review with a concern my grandfather has a term deposit investment with absa and he passed away on the 02nd August 2020, my grandmother did go to the bank branch in Ficksburg and make them aware that my grandfather passed away they asked for power of attorney which she had to get from the high Court in Bloemfontein and she submitted it to the bank and was advised they will close the account and the payments will be done from the headoffice, to my surprise my grandmother just received a letter advising that the investment has been renewed and maturity date is October 2021,this once done on the 03rd December 2020 after all the documents for the deceased has been submitted.

Now my grandmother who is over 70 and high risk of covid wanted to make her way again to the bank to enquire about the letter, and I really would like to understand is how do you renew investment after the supporting documents have been submitted to the branch, I can't have my grandmother risking her life making visits to the absa Ficksburg branch, she has heart issues and this matter is weighing too much on her.

Can someone attended to this matter urgently, c or should we maybe report it to the ombudsman office cause I feel like someone is not doing their job or is it because my granny is old and not educated.

Your urgent response will be highly appreciated.

Kinds regards Lerato Dipadi ***