Every week, the same problem.... premium client, not getting what she pays for!!

And so once again it happened.... looks like it's a weekly problem now. All of a sudden she is now needs to pay R73.97.... wow!!! This still while she is in a credit. Again she cannot use the full package, as the recording is not working. She tried to sort it out, a hour on the phone, speaking to Mqubele, not help at all. Trying again, speaking to Samele, still not joy.... what is going on here? will this really be a weekly problem now. For a client paying for premium but have to struggle like this? I don't think it's fair!! People in the call center need to be trained enough so they can assist, or at the least ask someone with more experience to assist. Please contact my 81 year old mother and tell her how and why it happens and please make sure it does NOT happen again!! The ref nr for the sms about the outstanding money is **********91. Thanks