Struggling to get information regarding cancellation on behalf of ill parent

(This is a version of an e-mail I sent to Customer Service 2 days ago and is yet to be answered) I’m truly at my wits’ end. A couple of months ago, I wrote and then spoke with a consultant and arranged to be my mother’s proxy, who is terminally ill, unwell, and struggles on the phone. I'm her full-time caregiver. We’re now trying to cancel one or all of her three contracts (or at least inquire about the fees/penalties of cancellation) as: 1. She has no need for the three accounts. 2. Her financial situation has deteriorated considerably and we won’t be able to pay the current plus-minus R544/month. My understanding was that, as my mother’s proxy, I’ll be able to answer the security questions and request the cancellations. However, a consultants have now told me this is not the case and they need to speak with my mother. The issue is: some days/times my mother struggles to hear the consultant on the phone and remember the answers to the security questions; other days, she manages better. She is also not able to go to a physical shop, as a consultant suggested, as her mobility is severely impaired and she (quite literally) can't manage further than the front door. Can I therefore ask that you please send me the details of when her three contracts come to an end and the amounts of any cancellation fees if we were to cancel them now, so I can discuss it with her - calmly, slowly, and (importantly) without pressure. As it is, both of us are tired and getting easily frazzled. Then, when she’s in a position to talk, and we've made a decision on how to proceed, we’ll phone together so she can answer the security questions and then I'll take over from there. When I spoke with the consultants (one regarding the contracts and the other regarding her device insurance) we kept going round in circles and I actually became quite teary and emotional. I understand the need to ensure security, but this is a difficult situation which I thought we had resolved months ago. You can also email my mother with the requested details (you'll have her email on record, if that will help). Thank you.