Cell C frustrating non-existent service

I have been trying since 28 May 2020 to get an amount from Cell C to pay up an account for a deceased individual. I have not received a single response on any of my numerous emails. Every time I phoned, I was told that I must wait for an email response and that someone will get back to me and that they could not assist me telephonically. They confirmed each time that the email I was using was correct. When I expressed my concerns that the account may be handed over, I was ensured that this would not happen as I had sent an email. When phoning a month ago, they said they cannot pick up the account and it appeared that it had been handed over. It has now been 9 months and I don't know who to email or talk to to get this issue resolved. What I can't believe is that I want to make a payment to them to settle an account, but they will not assist me???