Unable to put contract on hold as they expect a 22 year old in an unconscious position to pay penalty fees???

My nephew was assaulted and has severe brain injuries. He has a contract with Vodacom. After offering doctor's reports to prove his condition, we requested to please put his contract on hold until such time that we know how severe the injuries are. His wallet was ****** and we had to therefore stop all his accounts. We have also confirmed that should it stay negative, another member in the family will then continue with the contract. I have been put through to 3 different departments and they kept me on the phone for over 40 minutes to confirm that they can cancel the contract but he will have to pay charges. After we confirmed again that he is in a coma and cannot do any payments etc. the phone was thrown down in my ear. What terrible service and incompassionate behaviour from such a big company!!!!!!!!! The family is already working through trauma and this is truly unacceptable.