Cancellation without any signed documentation

My grandfather recently passed away, he had a MTN contract number. My grandmother could no longer keep the contract going so she went into a MTN store to find out what the procedure is to cancel and maintain the number on prepaid as the number is sentimental to her as it had been my grandfathers for years. An email was sent from the store requesting if she could migrate to prepaid. No documentation was signed by her whatsoever. It was then later on that we discovered that a "Shane Williams" took it upon himself to cancel the number. No feedback just cancelled. This is ******* firstly as nothing was signed and secondly she requested to maintain the number. No one gets back to us and I want someone to contact me. My grandmother is already distraught over losing my grandfather now MTN does as they please. No MTN not this time.

I am awaiting feedback or I will take the matter further.