Additional charges on a deacesed person account

I recently opened a Late Estate Account for my late relative, i was very specific on what the account will be used for. The online profile was linked to my other existing profile, which means i dont need an additional profile.

I was informed that that the account will not come with a card since its not going to be a transactional one, to my suprise after few months when i check the charges in the account, i discovered that it contains VAS-Value added services charges, when i enquire, consultant are just hanging up cause they dont know exactly what the charges are for and if this were included legally cause i specifically requested for no additional services on tgat account.

The worst part for me is that they dont care where money comes from, they even want to collect from the deceased. This is sickening to me. If their mentality is make money at all costs and by any means possible, they dont deserve to be called a bank in the new South Africa.