No feedback from MTN regarding a change of ownership on MTN contract

My grandfather has passed away on 06.11.2022. Me and mother went to one of the stores in New Market Mall Alberton to find out what we need to do in regard to his account. I spoke to one of the consultants and he has advised us of the options available. He could not assist us that day as the mall did not have any electricity due to Loadshedding in the area. I decided that I will go back the following weekend as I come from Walkerville side, and the closest store is in Alberton New Market Mall. I then spoke to another consultant by the name of Chanelle Smith who assisted me. I emailed her the documents in order to have the account transferred to my account. I was in the store for more than an hour on that day and was advised that she needed to get a supervisor to override the system in order to have his account transferred to mine. I proceeded to go back to work and wait for feedback. A few days later Chanelle contacted me again and asked if I can come back to the store and see if things will go through this time. Yet again I was in the store for more than an Hour still with no luck in having his account transferred to mine. I have been sending emails to Chanelle requesting feedback on what is happening with the change of ownership and to my surprise my emails are falling on death ears. If this is the service that customers are getting from MTN, I will move my contract over to a different service provider that is actually willing to assist with a query that I have and not choose to ignore it.