MTN why is my wife deceased, when she is trying to cancel her LTE wifi contract?

On behalf of my wife who is too furious to put into words, MTN Business (Worcester mall branch) where we had taken a LTE wifi router, but after the 24 months of the contract had expired changed to a month to month, thereafter we decided to cancel the wifi and had to take it back in. The issue came when we had realised a few months later that this contract had not been cancelled, but that there was n huge amount oustanding. We then approached our local MTN branch who had informed us to go back to Worcester branch and sort it out there, only to find out that the representative had put into the system that my wife was deceased. But still MTN Business is calling my wife to do an upgrade, and im told that ther is an amount of just more than R2000 outstanding and that even after multiple times of telling the person who just phoned me that we have been to Worcester branch multiple times to have this problem resolved I have to await an Email with a screen shot to use as evidence that I told this lady, if you have this info then that guy at Worcester also has it, for what possible reason would I have to take that info to that guy there? She just said to take it and show him this needs to be sorted out. I told her that clearly that guy cannot do his job and that I need to speak to someone above that guy and you because you are hearing me but not listening to what im telling you.