Are they even trained?

I am assisting my 80 year old mother, because she does not have the facilities. Mrs. C.J. van der Westhuizen - Customer nr ***. She switch on and off numerous times during a year from her home to her holiday home. On the 4th of December, she phoned to do just that - change from her home to her holiday home. All good. Today a week later - 12 December, she got an sms to say she owes R92.93 and will be cut off if it's not paid. Ref nr ***. If I check on the self service site, she is in a credit of R2.10. That is not the biggest problem, all of a sudden, she had a problem viewing - after a week of it being correct. Being on the phone for more than an hour this morning, speaking to 4 different people, they still did not manage to sort it out. Premium package - with an explorer, they managed to get her to view now, but she cannot record anything. Are they trained properly to assist in these matters or how is it possible that they are just not getting it to work correctly? Will it be the same when she returns to her home and need to activate it again? Why is she getting messages to say she is in arrears if she if not and why is her service not working as it should?