Paid up letter and account closure

I was a surety when my parents bought a house and my father passed away due to covid. We have paid up the house however standard home loan is not assisting me with a paid up letter in order to update the records on ITC. The account still reflects that we are in Arrears and it's affecting my job. I have tried to call them myself but each time someone uses different excuses not to help me for instance that I'm not the executor of my fathers estate. It's been nearly 2 months waiting for a pain up letter from standard bank.kindly assist my email address is *** cell phone numbers ***