Gatvol with Nedbank

I am flabbergasted by the service Nedbank is giving to my elderly mother. She has an Investment Policy with Nedbank. She was the beneficiary of my Dad's policy who passed on in 2013. She last withdrew from the Policy in 2017 and she wanted to withdraw as we are unveiling her husband's Tombstone. She was told there are no funds in the account and upon review of the statement it was found that the account we are looking for is not the one which the statements were printed. The account was closed in 2015. The current account was last used in 2017. My mom gets monthly statements from Nedbank, why would you send someone Statements if they have no money. Nedbank, msunu ka nyoko