Pathetic and useless service from FNB Connect

My partner passed away in September 2020 and he had a prepaid SIM card with FNB connect.

I received a sms on his phone last week to say that his sim card would be terminated within 5 days and to contact the call centre for further queries. I then called the FNB connect call centre to find out why and they could not give me a reason or assist me. When I told them he passed away then they made up some story that it is due to his passing that the SIM card cannot remain active on his name.

I then asked what are the alternative options to keep the prepaid sim active and was told that I should use the SIM card to make calls etc and then it will automatically remain active. I loaded airtime/minutes and then started using the SIM card but 5 days later to my surprise the SIM card was still terminated. I called again to find out why I was given false information and was told that because he is deceased that it cannot remain active so I again asked what my options are and I got transferred and pushed from pillar to post and kept on hold all the while using my own airtime because I’m not with fnb connect. Eventually got through to a guy who offered his condolences after I had to explain my situation for the 6th time and then he put me on hold to confirm with his manager and I was informed that I can change ownership of the SIM card to my name and have it reactivated. He provided me with 2 email addresses to use and told me to send them an email explaining the situation and that they will respond requesting certain documents like ID and death certificate etc.

I sent the emails but these useless idiots say with no compassion whatsoever that sim cards cannot be reactivated or have ownership change from deceased profiles. THEY ARE JUST NOT WILLING TO EVEN TRY AND ASSIST!!! They just turned me away so insensitively.

I an beyond frustrated because these call centers are useless and do not have any knowledge whatsoever on their own products.

I want this to be sorted as the SIM card has sentimental value but these useless people do not understand that or even try to help me.

All I get is the run around from them. Pathetic service!!