Cannot get my old number

My grandfather recently passed away, my cellphone account was under his name. Altech then told me that my gran (whose account was also under my grandfather's account) needed to cancel her account for them to convert the number to a prepaid. I eventually spoke to a manager (at head office) who told me I could take my sim card to any Altech store and they would convert it for me (which is what I would expect), this was not the case and could not be done. It is now months later and I have no idea what is happening with the account, it really is disappointing that Altech deals with accounts of a deceased family member in such a careless manner. I had that number for 14 years now (all the time of which I was a Supercall / Altech client) and now it seems like I am going to lose it because of the total incompetence I have experienced at Altech. I will lose my number (I have been using a Vodacom prepaid this whole time with no issues) and they lose two customers of 14 years (my grandmother also cannot get her account sorted out, no matter how many times she has been to the store), all because my grandfather died. Thank you for your compassion and concern Altech!