Lousy lip service

I have tried for several days to transfer two packages from a deceased account to mu account. I have sent the deceased parents death certificate, ID and letter of authority from the High Court. I spent 95 minutes on the phone on Saturday to clear it up because they could not transfer the accounts. They use the famous words " escalate the matter" which means kick it down the road. I was emailed to day saying that I could transfer these accounts to myself because they've already been transferred once in the last 12 months. News to me. When I contacted the call centre ( not toll free) I was told that the account was in arrears and needed to be topped up despite the amount for the two decoders being paid on the 2nd September. You send emails and receive a new reference for everyone so theres no thread. What the hell is going on?