Unable to submit a death claim

Good Morning My Mom had a Jet stores account. She passed away in March last year a few days before lockdown level 5. I have been trying for months on end to submit a death claim with the necessary paperwork unsuccessfully. I have been to the Promenade branch in June and Tygervalley branch on numerous occassions. All my attempts have proved unsuccessful Everytime they refuse to accept my paperwork. I even emailed Edcon but no one responds. I need this matter to be finalized urgently. I work in the service industry and I am appalled by the service especially during this difficult times. Kind Regards