No way of getting answers about a deceased's account or even get somebody else's instead

If you have sent emails to their deceased until now and get different reference number, don't be surprised. I've sent the first email to notify them my mom passed away on 02 May, including her account number and the certificates. Then when she received a new statement I sent them an email again with her account number and all certificates on 01 June and again on 01 June, each time I received an automated reply with a different reference number, each time a new one. Then on 01 June they sent me a reply it has been handled (using the second reference number) and sent me a statement - THAT WAS SOMEBODY with a different phone number, a different account number at a different address and somebody I don't even know. I phoned their call center, but after asking me some "security" questions, I was cut off, then I phoned again today, but again they can't help me as their system was down. So how on earth do you talk to somebody who can actually help you, have a system that is working and have answers??? I even asked for a supervisor but again the agent ended the call due to their system being off???!!!