Will Vodacom ever get it right?

Today Vodacom has reduced me to tears, I recently lost my husband and am desperately trying to transfer 2 cellphone contracts from my late husband's name onto my name. On Monday, 30 April, I completed a form at Vodacom Rosebank to attend to the transfer. I provided the relevant documentation. I received an sms inidcating that vetting has been approved. I then received an sms stating that I need to submit my ID, 3 months bank statements and proof of address to customer care. The next Monday, I followed up with Rosebank branch and she indicated that the application was approved and then declined because they needed the original death certificate and I needed to complete the form again. On 7 May collected the death certificaate from the attorneys and went back to Rosebank. This time I completed 2 forms one for each number. Today, the 8th of May i received the same 2 sms, one approved and the second asking for documents to be sent to customer service. I tried to call customer service but the person could not assist me because they can only speak to the individual on whose name the contract is registered. I explain to her that that is impossible and she indicates to me that it's against the POPI Act to assit me and she cannot help, I managed to get a hold of the person at Vodacom Rosebank and she advised that the one number has been approved but due to a technical issue she cannot access my profile. IT will have to sort this out and that she cannot give me an indication as to when IT will fix the issue. She hasn't received feedback on the second number. My issue is that the contract for the first number is expiring on 23 May and if I cannot get do the change over before then I will not be able to renew the contract. Surely it is not the first time that a change of ownership from a deceased has been requested or am I wrong?