Taking Money And Dont Know What To Tell The Customers Why Their Account Is Behind .

Good Day . I am struggling to get my dad's electricity account's outstanding balance . We (Me) and my dad(73) go pay each month at Pick n pay Lakefield . He cant drive so I drive them around , I know for a FACT we pay each month , because they pay they're account with their SASSA pension , now they get an account of almost R3000 , they were closed (EMM) because of the lockdown . Now they cant find the mistake , BUT I told them what the problem was . They just cant sort it out . Really ?