Debiting account of the dead

A bank that is not truthful to customers cannot be trusted! My aunt passed away in 2020 July due to Covid 19. We went to the bank to inform them about her passing so that we can do a funeral claim, which was done however we asked that the money in the account be with drawn , they refused and said the account is frozen , few days we got the bank statement and it showed transactions of debit orders on the account after they had said the account is frozen from all transactions . My 75 yr old gran had to go to a branch to query these debit orders only to be told to go to Greenstone where her bank account was opened, really in 2021 we still send people to branches ? during a pandemic...you are insensitive this old lady lost her child due to covid and you are requesting her to expose her self to the very same covid10..very ********* . all we want is the all debit orders reversed and that money given to the beneficiary of this estate . The ombudsman will be our next step, then social media and political parties...we will not allow to be bul**** by big banks because we are just black consumers from the townships, we are also people like the those they serve quickly and properly we must go through hoops to get service but we pay the same ..even more at times due to racial profiles.