Cancelation of contract

On the 22nd of January 2020 I joined a widow as her assistant to clear a couple of Items concerning her late husbands estate. One of the items was to cancel her husbands Vodacom contract and revert everything onto her name. We visited the waterfront branch in Bloemfontein where she had to pay R2000 odd which was still outstanding on her late husbands contract and R150 to register her contract. We furnished them with all the documentation that they asked for. Copy's of ID's, death certificate and details of the estate lawyers(Including the ID of the acting lawyer) When the whole process was completed she specifically asked the attendant, in my presence, if this was now final, as she was moving away from Bloemfontein, and she was assured that it was. During December 2020 she received a notice from Vodacom that her husband contract was not paid and the account was handed over for collection. I visited the waterfront branch again and spoke to the same person that served us the previous time. He could not explain what went wrong and I could not get a straight answer like yes or no. All answers are, it looks like, I presume, and it seems. I was told that he is not allowed to speak to his accounting department, and that I will have to contact them myself. This is where I found myself dealing with a faceless company. You get through a Helpdesk where you can not hear a word due to the noise that people make that are shouting in the background. After two days of been shuttled back and forth I was told to contact ***. I did so on the 30th of December 2020 and proceeded to explain the situation in full and once again attaching all the relevant documents accompanied by the widows bank statement showing the payments made on the 22nd of January 2020. I received an answer that I should send them all the documentation and then they will cancel the contract. I answered by return mail that we have done so on two occasions and the request for cancelation was in January 2020. Since this time I have requested a response on two more occasions without any feed back from Vodacom. How does one speak to anyone at Vodacom that can give an answer.