Disconnect Service

My mother is a customer and had a stroke. She is in a nursing home. I am her POA and have been trying to disconnect her service for weeks. It is impossible to get any help. We are moving her out of her apartment and I am NOT a local to her area. I am considering just mailing her equipment back but am afraid she will continue to be billed. Ridiculous. I have been told that I would be emailed a form twice. No form.