treament on our elders

How sad is it that Nedbank Trade route is treating my grandparents in such a way during this time of our loss and covid still taking place that they have to go to the bank each time since the 13/06/2020 to get money so we can bury our family member and close the account, even for making them stand outside the bank to sign paperwork for FICA like *********. The matter has also been escalated to the complaints department on the 26/06/2020 and was given ref no : ***8 and only received a response on the 29/06/2020, they have spoke to Goolam the manager and Ayanda who is handling the case but since still no feedback.

I'm pleading not for to this to happen to them and treated this way as they already suffering enough from anxiety from the outside world.