Lack of empathy

I’m 2020 July my father passed on he received 2 payments from the department of education, we went to the Bank requesting that this be paid over to us they blatantly refused saying that we need to clear off the outstanding balance on his loan, on the contractual agreement he had with the bank included a credit life for the loan or balance protection am not sure of the correct jargon they use for this! TO MY UNDERSTANDING THIS CREDIT LIFE AMOUNT THE DEBIT WHEN HE MAKES HIS FREQUENT PAYMENTS SHOULD PARTIALLY GO TOWARDS THE INSURANCE OF THE INITIAL DEBT AND THEY DID NOT ADVISE US OF THIS IN THE UITENHAGE BRANCH!!!! It was a frustrating moment and all they cared about was clearing of the debt, debt that had insurance and that insurance should have cleared the outstanding amount

The money is still with ABSA upon enquiry they see we still need to go through a lengthily process which we could have followed and had this matter settled. We would like to claim prescription on behalf of my father account and have the money that is due to us paid to us is that too much to ask 😭😭😭😭😭😭😭