Struggling 4 years to close a deceased account

MTN is absolutely the most useless network in South Africa. We have been trying to close and a deceased account since April 2020. To date, this account has still not been closed and MTN has been of no assistance. Submitting a complaint through MTN's own complaint process has been useless as the complaints department clearly does not communicate with any other department. Getting a hold of the legal department is also useless as there is no direct number and the call gets cut after holding for an hour. EVERY. SINGLE. TIME!!

How is it possible to struggle for almost 4 YEARS to close a deceased account and convert it to prepaid? It is not unreasonable in asking that agents are trained to be competent and helpful yet no one actually wants to help. And then some agents have the AUDACITY to ask to speak to the deceased account holder. Even almost 4 years after his passing, agents still ask this. It is completely ridiculous and unacceptable.