Change of Ownership

My dad passed on the beginning of Jan. In February I filled in documents to the change of ownership from my dad to my mom, and change the package from premium (R970)to compact (R549). They refused to change the ownership because they need the a letter of Executor from the office of the master of the high court. We not sure when we will get this letter it could be months and years as currently struggling to get this letter, In the mean time my mom must continue to pay the R970 that she can not afford, At my dads passing my parents were still married and this marriage certificate can be used, they live in the same house for peace sake, This is not a policy claim were funds are due to us, one of the consultant even asked me who is the beneficiary, a beneficiary for what this account is beneficial to DSTV not us , They providing a service and we paying its at they benefit they not doing us a favors . I am so disappointed in they service should they not help we will cancel as R970 is to much for my mom to pay she is pensioner and my dad was the bread winner,