Unresolved query for almost a year

Owner of the contract passed away September 2014, we requested for the contract to be cancelled long ago, instead of cancelling the contract, cellc claims that someone called to cancel the debit order and make it cash payment. Last week all the of the contracts were blocked/ barred and we are being sent up and down to resolve this issue. We haven't had use of the phones for 9 days and it's quite irritating now, personally I have been loyal to cellc since I got my first phone in year 2000. But after this experience I will consider other networks.