System offline

I'm so exhausted with the ups and downs capitec is giving us.My little brother that has an account with capitec of which he opened with my dad because he is under 18.My father passed away and my brother lost his card and his mobile banking is blocked.We have then went to capitec to get a new card only to be told that he has to be accompanied by his other parent cause my dad is no longer alive .So my went with my mother and we told that they need to remove my dads prints off the system and it would take 48hrs.We were told to come back then.When we went they told us it hasnt been done and we should come back again after 48hrs .Only to go back and be told that the system is not working and they not sure when it will be done.LIKE ARE YOU KIDDING ME!!!! He has money stuck in there for school and all his daily needs and this what we are told!!! This is not the 1st time we have this issue .Can someone please assist .