Poor service

I just cancelled my wife’s contract and not once were we told that we need to rica a number she has been using for over 10 years and when she started using it the number was rica’d. Now my wife is in hospital and she cannot go rica and all the fourway mall branch were it was signed up have all her documents still have the nerve to say my wife my come and do it physically while in hospital. MTN can you be transparent when you sign up people for your contracts as this is unacceptable.