Elderly, frail, grieving persons not respected by corporate bully

I am trying to assist an elderly lady to deal with ***** that occurred on her mobile account with #MTN. It has been months, and she has been sent from ‘call 132’ to ‘send customer care an email’, received several reference numbers for interventions, but like usual it is just much of the same old ******* corporate responses. This lady recently lost her husband, moved into a retirement facility and daily she is harassed by debt collectors whilst #mtn and #ICASA and #VVM are all just plotting along. She is very anxious about this and feels very troubled that it cannot be resolved. We have been sending regular emails to #customercareMTN South Africa but just get the same useless response that we are waiting for someone else! I have an ICASA ombud registration number and MTN reference numbers and persons, but nothing gets resolved and I feel ashamed that corporate businesses deals with elderly, frail, grieving women the way they do.