Callous service at a time of bereavement

My mother passed away on the 7th of June this year. She was main-banked with Nedbank. She had her funeral policy, vehicle finance and credit card with Nedbank. After her passing, we went to the East London branch to submit all the necessary documents and her funeral policy paid out. Shortly after, my dad started receiving calls to settle the vehicle finance which he did and had the car moved to his name. All good. This week, 4 months later, I received a call from a Nedbank agent asking to speak to my mom. Imagine! After I told the agent that my mom is deceased, he advised that he was calling with regards to her credit card and that I must go to my nearest Nedbank branch to submit her death certificate and ID. But how do Nedbank's systems work though!? I can no longer count how many times we have submitted the documents to have the funeral policy and vehicle finance sorted out. What makes me even more angry is that the agent cut the call while I was talking, no empathy or anything shown, only to have another agent call me in less than an hour of the first agent, asking to speak to my mom. Literally, the whole week I have been answering calls from Nedbank agents asking to speak to my mom. The trauma and heartbreak of it all. We are still grieving as a family and to have these calls is so triggering. I would understand if the purpose of the call was to arrange payment of the credit card but no, they are asking to speak directly to her meaning that they are not aware that she has passed even though we had sent the documents numerous times. I find that very *********** and moreover, very insensitive and cruel. The agents show no empathy even when you do tell them that she is deceased, instead they tell us to go to the nearest branch. I found out last night that my dad has been getting these same calls. Just imagine the toll all of this is having on him when he is already frail with dealing with my mom's loss. I am very disappointed with Nedbank, you'd think that such a reputable bank would handle matters like this with more sensitivity and care. My only wish is that this complaint will put a stop to all these calls and Nedbank will figure a way to pull my mom's death certificate and ID from the Funeral or Vehicle Finance department...it shouldn't be rocket science, all these departments are in one bank after all.