Unability to perform basic job functions

My mom passed away in July. My dad did the right thing and started the process with Vodacom but Vodacom has messed up completely. He no longer has use of his phone due to the branch and head office being unable to actually do their work and process documentation within due time. My dad has gone so far as to settle the full balance due and he STILL has no use of his phone, after being promised to have usage restored after 4 - 6 hours of payment. This quite frankly unacceptable and disgusting. He is an old man and you guys are just messing with an old man. How uncaring and cold can you be? If this is not resolved all our accounts and my dad's will be closed and moved away from you.