Extremely poor service from Vodacom

Been trying to transfer my late husbands cellphone account to me.The account is in credit . Went to the hydepark branch 3times. All the documentation submitted by the agent.No problem with my credit. The application keeps declining. no body can sort out the issue. It is very stressful loosing a loved one. Vodacom are compounding my stress by their sheer incompetence. Very frustrating. Only the store can do the enquiry Seems nobody knows how to do a simple process .