Name Change

On 15 April 2019 I sent an email to ESKOM to change the name on my father's account to my name as my father was deceased. They gave me a list of documents required and I sent them to them. It has been 6 month and still the account name hasn't been changed. Today on the 15 Oct 2019 I received an email with a new ref that said I must now wait another 6 months. I went to the area office and the lady simply said she'll send an email and that was it. Please can I get assistance with this.