Late State Account from iThala Bank

Good Morning I have opened a late state account with iThala Branch at Stanger, because my Late mothers policy needed it when I went to claim at Old Mutual, account was opened on Thursday on the 27th July 2023, Old mutual made an EFT to the bank and it bounced back to them the bank rejected the payment, I have been making somuch inquires on to how come it will bounce back since the account is Active, am not getting any proper response from Head office on to why the transaction bounced back to Old Mutual, the consultant from iThala Stanger Branch is assuring me that the account is Active then she called head office without any straight answers.