Standard bank is doing us wrong..

So Standard bank has the audacity to tell us we need to pay a certain amount for them to give us the right to get the title deed of our house. Then right after that they tell us someone will call us. It’s been 2 months since we’ve been waiting for their call,my dad was in hospital Nd he had a hospital plan,unfortunately we lost him Nd only found out about the hospital cover after his death. Now standard bank is refusing to pay out the money or give us insight on how far the process is.. We have called their offices countless times with no response or a clear response. I don’t know what is happening but whatever it is needs to be explained or exposed.. this is really unbecoming.