Support to widow - worst experience

<p>Mr ZM Loots owner of 2x Smart cards passed away 3 April 2017. The Bloemfontein College Square shop told customer to not hand in any papers / applications to arrange payment via debit order from Mrs Loots's bank account or to capture the change of ownership despite showing all required documents - after queuing very long. We were then told to return 10 May to arrange the above. 10 April the services were cut due to non-payment as the bank account of the late Mr ZM Loots was blocked. The call-centre was accessed, whom confirmed the state of affairs and what steps were required to re-activate services. A cash payment was made via EasyPay at a Pick 'n Pay cashier to re-instate services whereafter documents / hard copies were handed in at the shop to activate all requests i.e. change of ownership and new debit order. 10 May the Bloemfontein shop was contacted again and Mrs Loots was told her documents have been lost. HC van Schalkwyk, from Stellenbosch then contacted the Bloemfontein store and spoke to the manager Mr Badenhorst who then requested that his employee Marlow reverts back to the customer - huge argument with incorrect facts eg. that Mrs Loots decided to e-mail all documents directly - whereas she does not have access to e-mail services and do not own a computer!! - with the result that the documents - hard copies where located (after initially it was denied that it was ever handed in) then confirmed that payment has been made by HC van Schalkwyk - which was not true. Mrs Loots queried this with the store again and was then confirmed that payment has been received via bank account of ZM Loots (NOT TRUE) and she was repeatedly told not to make a cash payment again as payment will then be duplicated. The call-centre was contacted by HC van Schalkwyk again as Mrs Loots do not have access to e-mail or fax, and all documents for change of ownership and debit order payment via PJ Loots's bank account was e-mailed to ********** 12 May 2017. 14 May services was cut again - 2nd time since Mr Loots passed away due to non-payment. The call centre confirmed that at +/- 18h30 14 May that payment is outstanding that e-mailed documents were not processed - being incomplete - signature missing as my mother is in Bloem and I am in Stellenbosch and she does not have access to e-mail - but 100% completed docs with Bloem Store and are not being captured!!. Change of ownership has not been done either and now we need to revert back to *********** staff at Bloem office again with no proof that this will ever be done correctly and risking again that service be cut in June. How do we get the change of ownership done from the late Mr Loots to Mrs PJ Loots and a debit order loaded to ensure all future payments via her bank account. Beyond frustrated, shocked and without words by the attitude having to deal with in Bloemforntein and the extreme poor service to a widow - absolute no respect for customer time and resources as late paymets= is now R 910 and no longer R 784 and it is not the customer's fault!! HELP HELP HELP please</p>