Empty promises and No follow ups.

My father passed away. My brother and I had a contract with him. I simply requested that it be converted to pre-paid. Despite three branch visits, numerous lengthy phone calls, and multiple emails to several departments and individuals, I still haven't received a response. It's been months!

I am even willing to settle the account ( if there is an outstanding amount) but I haven't received a reply so I don't know where to begin.