MTN bad treatment received

My daughter passed away in May. June went to Montana store instead of helping especially she had insurance they gave me the number which I couldn’t go through. Yesterday I went to Mams Mall. Lady said I must bring originals I indicated I do have authentic doc certified. She gave an email. I did send email attached all documents for the deceased clearly indicating my frustration. Their response was given what’s up number I did send information but it is not addressing my problem. Late around 17.00 we received a call needed the deceased, explained to the guy Itumeleng is no how can I help you. He cited POPIA act and requested mr to send to legal department. I am very frustrated her two kids needs the phones, I am pensioner can’t afford R2000 monthly, worse she had insurance. Please help