Deceased Estate - why won't Telkom allow me to close the account??

My husband passed away last year and on four separate occasions since then, I’ve been to different Telkom branches to advise them. Each time I’ve given the Telkom representative the necessary information (Letters of Authority, ID, my ID), but to date I haven’t made any progress. They tell me they can’t proceed with the closure, but no-one can give me a reason why! (I’ve recently e-mailed the info to ***, but haven’t had a response.) @Telkom - please explain what the problem is so that I can take steps to remedy it and close the account. I’m paying for a service I do not use!