Day light ******* at Exact

My mother has an account with Exact in East London, she has been paying for phone insurance R49.50 and airtime R49, she pays R100 or R150 sometimes but everytime she makes payment the account doesn't seem to go down instead it's accumulating and everytime when we call, we are told of collection fee. Cole ting what form cellphone insurance? This is total reap off and a day light *******. My mom is a pensioner yet they'll call her on the 25th and charged her for the call under the name "collection fee" collecting what? Can TFG explain what is happening with this account.