No customer service

During March or April I went to Standard Bank to report an estate. I am not even sure of the month. It took a month to close the account for the deceased. When they close the account they paid money to my account. I then requested statements to evidence the amount paid as when my brother passed on he had +-R6000 iin his account. To date did not receive an explanation on how did they get to that amount paid. We need closure on this matter an need answers. I had follow-up the matter using their Southgate phone but to date no one contacted me. This is really a bad service that I came across and need an urgent assistance.Please can someone do what is she paid for.