Unsympathetic service

During 2018 my mom suddenly passed away, then my brother in November 2019. I was a regult payer of my account, but skipped a few months after my losses as my brother was not in a burial and I had to come out for the entire funeral. I corresponded with identity and explained my situation. Made arrangements to pay R300 December 2019, which I did. I also informed them that I am the executor of my late mother's estate and that I will settle the account as soon as the payout takes place. I send them proof of every document they requested as per the late estate, yet they handed me over to an attorney, which is costing me attorneys fees as well. They have no sympathy towards clients in need or trauma as although they were aware of me arranging a funeral they continued to contact me regarding my account regardless of my arrangements with them. I feel they were disrespectful and unsympathetic towards my situation, although they do mentioned that I am a valued customer who paid regularly. Account ***