Telkom disgraceful treatment

My father recently passed away, my mother went to Telkom to change the initials on the Telkom account from RN to SA still the same surname. Telkom sent my mother a sms: in order to process service installation she has to pay R700. The line has not changed, they have already cut her off, what a disgrace all she wants to do is changed who the account will be billed to, she is a pensioner, all the other companies have had no problem changing at no cost to her. The Ban no: ********** 42.