TELKOM HAVE A HEART!!! I JUST BURRIED MY MOTHER

I have been frantically looking for assistance but am unable to receive any. My daughter has been receiving threatening messages that her contract will be suspended including her sim. Her Grandmother bought her this phone as a gift on contract. Sadly she died very suddenly on the 12 of December, yet no one has any solution for me except to block her sim which means that she looses all her memories?? Why not cancel the service and allow her to keep her phone and sim or switch to prepaid? My daughter is devastated as its fueling her pain over the loss of her grandmother. I was told to use various emails but it keeps bouncing back and I honestly don't know why there is no clear cut process for this. If we switched to pre paid no harm no foul?? For goodness sake we are not even 'okay" emotionally as it's still fresh and we are all hurting. Where is the humanity Telkom??