Shocking Emotionless Service from Vodacom

So my Gran has Recently passed away and has a contract open with vodacom. SO we are trying to close the account account and have been emailing all the documents required to process the closer of the contract. So far i have been given 3 different email address to email the required documents through. When contact vodacom they have no track of the documents they keep saying their legal department which now does not seem to be a department like that. Vodacom service is shocking they dont know nothing. How can a family process and have closer after a death when you have to try fight and find your way around to get some sort of reference. i am happy not to pay vodacom if this is the service they offer to close of a person who has passed away.