Deacesed not FICAd for 11 years - family having issues with access

We are having difficulties accessing a deceased estate because Capitec has not updated the deceased documents for the past 11 years. The account appears with a passport that expired in 2009. Capitec is flat refusing to accept the letter of authority from the master of high court with the deceased latest passport and RSA ID. The family is being sent from pillar to post and was asked to go to DHA to ask for a letter that MIGHT assist them. Why is the family cleaning up an issue that should have been resolved by making sure the client's documents are up to date. No FICA for 11 years but the deceased continued to use the account till 2019. This is ******** and straight out bullying! There were no issues with all the other banks except Capitec. The parents are pensioners travelling from Zimbabwe, they are grieving and do not deserve this treatment and incompetence.