Nedbank reaps off elderly people.

Hello my mom and dad have been insured with the bank and have a home loans with them , on their cover they took one where by if one passes away they will pay off the bond and they also took one cover for R180K payout in the event of death, my dad passed away last year and my mom went to the branch in wonder park so they can assist her but till to date nothing is happening, they even sent her the letter that they will be repossessing the house due to defaults in payment, i tried to call the bank in many occasions but the agent say they will transfer me to the deceased estate department but no one answers.