Heartless bank

My husband passed away in April, home loan paid off in June. Now there is a huge new amount that nobody is willing to explain. This amount grows daily. I feel like my house is now being held hostage by this bank. Their consultants are either very rude or unwilling to provide any information. As the matter is being investigated the amount just keeps growing. I've only ever had terrible experiences with this bank. All the other insurance companies I've dealt with in this time were so compassionate and efficient. Standard Bank is beyond heartless