POOR CUSTOMER SERVICE. NO ALTERNATIVE HELP AS THEY HAVE NO BRANCH IN UMTATA

My elderly mother finished paying for her phone but still you guys are still charging her. She has emailed you guys to cancel the contract yet you still are deducting. There is no BRANCH IN UMTATA since covid and She has called you guys numerous times inorder to cancel her contract but your numbers don't get answered... I called a month back and I was told I couldn't cancel her contract for her as they need to speak to her. I got no assistance from your service representatives as to how to resolve this. She is elderly and really struggles with getting you guys to cancel her contract that she has finished paying for yet you guys still go ahead and charge despite her communicating via email that she needs the contract to be terminated. This is unacceptable, how is she suppose to get help if you guys don't even have an alternative for people to walk into (office/shop) so as to get assistance