Mr Price non-existent deceased persons' account procedure and incompetence

My Mom passed away on 22 June 2018. We contacted MR Price to find out the balance owing and what the procedure is to close and pay up a deceased persons' account. We went to MRP Welkom and were told to submit the death certificate and ID copy in store and they would forward it. On 18 July 2018, I emailed customer service and got a reply with a reference number # ********** . On 24 July 2018 I called customer service to complain that I've had no feedback and was told that no documents were received. I was give an email address to submit death certificate and ID. We also paid up this account in full at the Welkom store and needed confirmation that the account was closed. I emailed documents to ********** on 24 July 2018 and have not received any response to date. My Mom was a pensioner and whatever money she had went towards her funeral which cost R5000. Can MRP do the right thing and close this account as per request in July 2018? The loss of a loved one is bad enough without companies being *********** and heartless. My Mom's Name and ID number: Bibi Madhi ********** 062080. And please don't send notifications to her phone as she is deceased and does not have it with her.