Why Cell C is loosing customers

My wife passed away in August 2023. I have been trying to convert the accounts to pay as you go from october 2023. Iv sent the death certificate and all the required documents numerous times to cell c. I was told in july 2024 to pay R2000 to close the accounts, which i did. I paid for a service i have not received. The account is still not closed. According to cell c the account is marked deceased but they are still trying to debit me. The vodacom account was closed within a month. I now understand why cell c is loosing customers.