Telkom deceased estate non-existent procedure

My Mom passed away on 22 June 2018. We contacted Telkom on June 28 to find out what the procedure is to close and pay up a deceased persons' account. We were given the balance of R497.81 and 2 email addresses to send the death certificate and ID copy. I emailed ********** & ********** on the same day to verify procedure. I received a no-reply email saying that it would take 30 days to close. On July 3 2018 I emailed the documents to these 2 addresses and got no response. I paid R497.81 on 2 August 2018. On Aug 14 , I received an invoice to say there is an outstanding balance of R559.55 and still I received nothing about closing the account. I did call and speak to a consultant and she told me the correct procedure is to register online and close the account in this manner. My Mom was a pensioner and whatever money she had went towards her funeral which cost R5000. I am not in a position to carry on paying this account to infinity. Can Telkom do the right thing and close this account as per request on 3 July 2018 so that my Mom can rest in peace. The loss of a loved one is bad enough without companies being *********** and heartless. My Mom's Name and ID number: Bibi Madhi ********** 062080.