No communication from a communication company

My father passed away in April 2020 and since he had a cellphone contract with Vodacom, I sent the completed deceased account management form together with the required documents to the email address as supp**** on their website, since my mother requested transfer of ownership into her name. This was sent on 24/04/2020. Up to today(04/06/2020), I had no response from them. On 30/05/2020, I phoned Vodacom, explaining the situation. The consultant I spoke to said that their is nothing on their system referring to transfer of ownership. He took down my email address, saying that he will send me an email address to which I can resubmit the documents again. Once again, no email was sent. On the same evening, the contract was suspended without notification. On the morning of 01/06/2020, I phoned Vodacom again. The consultant told me that I need to submit the documents to another email address. I sent an email with the required documents to the new address as well as the first one. I asked her when I could expect a reply. She said that they should call the next morning. Well, it is 3 days later, and once again, no response. This is absolute shocking service(or no service) from a "communications" company. They do have my email address as well as my contact number. My mother is of ill-health and bedridden and this is her only form of communication. She is still in mourning after my fathers' passing and is not able to call anyone or call for help. What does she do in an emergency? Shocking.