Cell C not help with deceased estate

Deceased estate My father passed away in January 2021 and my mom has been battling to transfer the account to her name. She have been into the Pavilion store and was advised what the process is. She submitted documents and then nothing. When she followed up she was told to email the query....But are you actually checking your emails? We have sent emails to both custserv as well as edescalatedqueries. In March we were told that we had to resubmit all the same documents again. I have been trying to follow up telephonically since Friday and the only think I hear is the account is in arrears and I need to make payment. Of course the account will be in arrears if your system is trying to retrieve money from a deceased account! Can someone please care a little less about a R99 late payment and help with the problem