Excessive cancellations losing Vcom customers

My mother has two contracts with Vodacom. One of which is for my father who recently passed away. She was told to cancel his contract would cost R14000 which is excessive and not reasonable and not even close to what any of the other cellular providers would charge. She is a pensioner and cannot afford this. She was told by the legal department to go to any Vodacom store and a reasonable cancellation would be determined. She went to Fourways Mall and was told they can do nothing and that the full amount must be paid. She would like to keep her current contract but if she cannot cancel the large contract then she will not be able to afford either which will result in arrears and Vodacom losing a client completely. I have spent well over 3 hours calling to speak to someone to assist without anything to show for it. I asked to speak to a manager/supervisor 4 times and the only one I got told me he was the wrong department. I was told by a Fourways Mall manager that it can be reduced and that I need to speak to a manager in legal, your phone systems do not relay to the correct departments so I have given up trying to call.