Poor Cell C service

My father passed away on 3 Oct 2023. Soon after his passing my mom went to Cell C in Walmer Park Mall PE to report this and request that the contract be cancelled. She provided a copy of the death certificate and his ID and was assured that the matter would be resolved.

To her surprise the bills kept coming and she kept paying them. On 3 Sep 2024 she sent an email *** in a further attempt to get the agreement cancelled. The last 3 digits of my father's ID number had changed when he obtained his green barcoded ID. This caused the collections team to say that they could not trace the account. She subsequently provided the necessary information to clear up the confusion, to which she received no further response.

In an effort to assist my mother I sent a further email to *** on 9 Oct 2024. I received a response on 13 Oct 2024 stating that I needed to pay a balance of R7 901.92 prior to the agreement being cancelled. I requested a detailed statement of what makes up this amount. I received an email saying that this request will be addressed within 72 hours. 72 Hours later, no statement was received. I then placed a post on the Cell C Facebook page in an effort to get the matter resolved. Finally, I got responses to my requests, most of them promising assistance but no actual substance in terms of resolution. Today I finally received confirmation that the agreement has been cancelled, but once again got told that there is an outstanding amount and once again without any breakdown of what made up this amount. When I requested the agent to provide a detailed statement, she said she would find out if it would be possible to provide me with a statement as I am not the account holder. Ironically, they are happy to expect me to make the payment but are unable to provide me with the details of the amount. I subsequently received a further email stating that an additional amount of R 1 667.91 is outstanding, once again without a breakdown of what made-up the balance.

We are desperate to finalise this matter, but Cell C are making it almost impossible. I can't help but wonder whether the delay in resolution is merely a means of delaying the process as long as possible so that they can keep charging fees.