The most bizarre lack of service ever by Game and RCS!!!!!

Does RCS not have a business standard? My mother-in-law passed away in December 2019 and since then we've been trying to ascertain what to do regarding paying this Game account/claiming a death benefit to settle the balance. We have been sent from pillar to post by different RCS members who tell us a different thing every time. We had a call from attorneys who said the account was handed over in January (why? As my mother-in-law passed away only a month earlier and the account was up to date) but on enquiry we were told that's not true, we need to fill in new forms; only to to told today again that it was handed over. We have filled in forms upon forms upon forms as we were given old forms then updated forms then blah blah blah forms. Good Grief!!! All we want to do is settle this matter but why does RCS not know what they want!!!!! Pathetic to say the least. They can't do their job so hand it over to attorneys to sort it out for them!!! How bizarre!!!!