They overcharged my mother on her bill , I called them tried to find out why is that I was told she added movies that's ok but the bill is still morethan it should be still

They overcharged my mother on her bill , I called them tried to find out why is that I was told she added movies that's ok but the bill is still morethan it should be still . I asked her to remove the movies and correct the bill that was on Tuesday 27 nothing has been done .