Misalignment on information required or process to follow

I called a number of time at DSTV to understand what the process is in changing ownership from my late brother to my father and was informed that we need to submit death certificate copy, his ID copy and my dad's ID copy. When I sent the documents were informed that we also need to submit a letter of authority from my dad from the courts in order for them to complete the process and this is after I was told to resend my documents to be pdf as it was going to be easier to save them under my late brother's profile. I find this unacceptable to only be told once I had sent the documents the second time around of which, with the first person was not informed of the letter of authority that was also required. I do not understand why we need to have a letter of authority on this. We even went to one of their offices and there was no mention of letter of authority. During the funeral arrangements there was no need for us to obtain that. With all the pain and shock that we suffered in losing our brother, we must now dig up and digress from our healing process and be going to court to get letter of authority just to change ownership for a decoder. I spoke to a Nokuzola Nandu who was so rude with pride around this.