Pathetic Inconsiderate Bank

Worst experience ever. A family member has lost her husband. She had visited the branch a few times and in turn said phone the Deceased department to assist further. We tried calling the deceased department to no avail. Then we went to social media - Instagram, that person should not even be working there with the dont care attitude. Surely a more compassionate person should be working there. Story explained there, they told us to go to the branch. But the branch said they cant help any further. Literally dealing with a bunch of 1 year olds, not sure which direction to turn too. Story for the million time: Family members late husband credit card statement shows a credit but the system still shows there is a balance. Who do we deal with?????????????????????????????????????