Terrible service and insensitive customer service

My brother in law passed away in 2021 ,he had fund in his Capitec account that were enough to fund his funeral and sustain his children , but until now Capitec has not released the funds, we have done everything, submitted everything they requested but they always have a delaying tactic.They have asked for his death certificate for numerous times and always telling us to wait for 21 days, this the children are suffering while their father has money, this bank just doesn’t want to release them