Cancellation

When my Dad passed away in Dec 2020, the VM account was transferred into my name at the suggestion of the operator at the time as my Mum was registered partially sighted & deaf, the direct debit payments came from my account to make life easier for Mum.. Fast forward to Nov 24 Mum was moved into a care home so I reduced services & sadly 19th Nov she passed away. Iam now being advised the account wont be dealt with a bereavement the account is in my name, although I have my own VM account at my home address..

Furthermore the lady I spoke to earlier laughed & advised well we have lots of landlords with accounts in their name & told me i needed to call back & speak to the movers department, which isnt particulary sensitive for someone on the end of the bereaved line, I feel very miffed that this  potential issue wasnt pointed out to me either when the account was transferred in Jan 21 or when I recently called to reduce services & advised the operator of the current situation.. What is the best way to get the account cancelled please. as this is already an incredibly difficult time. Thanks Debbie