Account *** - Deceased Account to be cancelled

My mother passed away - I sent a copy of her death certificate to Simphiwe Sindane on 31/07/23 and attempted to transfer the account to my son, TM Souter, ID *** with no success. I paid the account in full and we have not been able to use the services at all but are now told (after two debits from my son's account) that there is an amount outstanding and the account cannot be cancelled until it is paid. What are we paying for? The account has now been handed over to debt collectors! We are expected to pay for a service that has not been used and have been told that the account will not be cancelled until the outstanding amount has been paid.