MAKE IT MAKE SENSE!!!

My grandmother passed away on the 19th May, I called in for assistance to confirm if there are any outstanding contributions on her profile before we withdraw it, so I can pay the outstanding amount. I spent 20 minutes on a call with Anele Jantshiu, not only did she not have any empathy, or offer her condolences, she proceeded to tell me that she cannot provide me with any information due to the Popi Act. I called to enquire, if we owe you money and not only did I get a nonsensical explanation, about POPi, for a person that is no longer alive, a person whose entire personal details I am already in possession of, I received zero logic and zero empathy. I need somoeone from your offices to contact me urgently in this regard because this entire experience was distateful and frustrating.