Extremely POOR SERVICE AND POOR COMMUNICATION

It is honestly shocking at how many times you have to waste your time visiting stores and calling customer care number just to get a simple answer. My mom passed away and I took death certificate to MTN Mall of the Nortj to have her number blacklisted as her phone got ****** by the people who ******ed her. When I asked the assitant what do I need to do and what will happen to my moms number and what do we have to do to keep the number. He tells me to bring 3 months bank statements. Then when I call the call centre they tell me I can simply cancel the contract and put number over to prepaid. So I go into the store the same store at Mall of the north, just for the same gentleman to tell me I need to email legal and gave me legal email address! I had to take off from work to come in. WHY COULD THEY NOT HAVE TOLD ME THIS THE FIRST TIME I CAME!!!!!!! IT IS HONESTLY PATHETIC AND UNACCEPTABLE!!!!