TFS Acc dep Out of order

Look if a TFS person call and need to speak to somone who pass 2021/01/05 and U as the new Customer did update the account details with TFS and send them all the doc'k for the dec person (my mom) and the claim they cant speak to U the need to speak to the account holder I realy dont know what to tel them.... I mean do I give them the phone nr for the grave yard or doi send them ash because they have all docks....