Bond issues

I noticed last night that my access bond showed that there was a zero amount available in my account which is incorrect. After several phone calls this morning, being transferred to several different people and the phone being put down suddenly twice, I am finally told that my account has been sent through to the Estates department because apparently my father, who I share the bond with, is deceased. This is 100% untrue and my father was also shocked when I called him to tell him this news. How can this even happen without a death certificate? I was told someone will look into it and I haven’t heard anything since. Please advise what I must do as I need access to those funds ASAP. Regards Clare