Telkom
Deceased's account runs into arrears, for months!

I called the accounts department wanting to close my late grandfather's landline account, since we have no use for it. I was then given an e-mail address and fax number to which I should forward a letter for closure, and my grandfather's ID and death certificate.
Two months later, I still have not receive any correspondence, the only correspondence I receive is a statement for an open account that is still in service.
What baffles me the most is that why has the account not been suspended since it is in arrears!
How difficult is it to close an account?