Terrible Communication and Non Payment Issues

Good Day

For the past 2 months, Cell C has been shutting off my grandmother's cell line due to non-payment. Every time we email in bank statements with proof of payment, the line gets reconnected for a few days before being cut off again due to "non-payment". We are extremely frustrated as this issue has been going on for several months and customer services are not helpful at all. No one has responded to our emails or returned our calls as promised. My grandmother has been paying every month but as the weeks pass, the amount of months that she has allegedly not paid keeps adding up. We have sent in all necessary information but the issue has not been resolved and no one is willing to assist. My grandmother has been paying her Cell C contract with her pension and requires an oxygen tank to breathe. I do not live near my grandmother and if there was ever an emergency she would not be able to contact me because of this issue. Furthermore, whenever my grandmother's cell line has been cut off, she has to go to her neighbours and until her line is restored we have to communicate proxy neighbours, which is inconvenient for all involved parties. The stress that this issue has caused is insurmountable on her part as most days we cannot communicate with each other. We have been dealing with this issue since the 12th of August and to this day, not one employee has helped resolve this matter. We are extremely dissatisfied with the lack of care that Cell C has handled this issue and treated us as customers.