Pathetic service at Vodacom

Contract held in my late husband's name, who passed away in Aug '20. I knew the cell contract was also coming to an end as Vodacom has my cell no on their records as contact and I was receiving messages. Since Sept '20 I have been trying to contact Vodacom to rearrange the monthly payments, because obviously the debit account that the Vodacom instalment is being deducted from, was to be frozen – all I wanted to do was pay cash or have the debit account changed to myself, as the phone was being used by my son – but Vodacom refused to discuss the matter with me – I eventually was able to speak to someone in their legal team who informed me they will only deal with Executor. My Executor did send through the required documents to instruct confirmation to change ownership to my son (on my instructions as he is actually the user of the phone) – this request was drawn out unnecessarily... By the way, no message was sent advising of any arrear - even up till today! Then all Vodacom rep**** with, was that my son must call on the branch with required paperwork, to change ownership – which he did the moment he was permitted an afternoon off. But at the branch - there was confusion as to what they needed to do - then a few "issues" were advised to my son – firstly saying only the arrears had to be paid first, then he had to wait 4 days for it show on their Vodacom account, and only thereafter, was he to go back to change ownership – working in the service industry myself, that is an extraordinary process ie that in this day and age it cannot be dealt with at one time. Secondly my son was informed that the cellphone number he had, no longer existed – it had been deleted 7 days after the instalment was returned… but oh – the Legal team failed to inform me of that process AND failed to advised any of us that the cellphone number had been deleted from their system (having ignoring the fact that I tried to make payment and since December, my son tried to contact Vodacom to request he make payments direct (so as not to let account go into arrears ) – but he too was informed he could not so – simple as that). Although my son tried to explain he is the user of the phone and it is being used for personal and business, no-one wanted to assist him just for one month by letting him pay that one instalment - so he was without a cellphone for a few weeks - whilst waiting for Vodacom taking their sweet time to send information via the Executor. So – on the day he went to the branch, and having found out he no longer had the cell number (that he has had last since school days), he felt constricted and desperate enough that he took out a cellphone contract in his own name – which was unnecessary as he did not need an upgrade or the added debt – but being in a desperate situation that's what he did - so well done to Vodacom for putting him in that situation! At that point he advised the branch the existing contract in question was not his problem anymore and had to remain the estate problem. And quite rightly after all the issues arising. But - I want to get this debt paid now - I will be responsible at end of the day to pay the outstanding balance, but myself and the Executor are being ignored. I have requested Vodacom Legal to provide me with one amount ie the arrear and the balance of contract, in order for me to pay it up – also requesting the bank account details as electronic transfer will be made - then the account must be cancelled. How much simpler can this request be. I emailed Vodacom legal on 5/2/21 and to date no response – my Executor emailed them with same request ie to provide me with the one amount so it can be paid and closed – but no response. Having this unnecessary arrears and debt hanging over me is extremely stressful but more frustrating is having no contact person to complain to at Vodacom. Why is there no details of where complaints can be lodged on the website!!! I do not believe a whatsapp bot will not be able to deal with this query either - human intervention is required. The company should be jumping at the fact that this account I am wanting to close - but it is instead gaining momentum in arrears unnecessarily. The lack of service, assistance, empathy - everything - from Vodacom has been absolutely pathetic. Someone very senior needs to step in and sort this out. How difficult must they make life be, for a customer! That company needs more than a shakeup from the very top head to the bottom employee because there is absolutely nothing positive happening there. Thank goodness for other cell companies – and when reading the complaints on the Vodacom complaints side it is just unbelievable that no matter what the issue is about, that people must complain to get attention to finalise things - Vodacom seriously needs to up their game that is non existent...