Demanding money without services offered!

My mother is a pensioner, had been their a customer of for ages. They were selling her airtime and billing her on the account. Problem is they are still charging her for that, infact that is the only thing she is paying for now besides the fact that phone was lost 3 years ago, which was reported to them on numerous occassions! For the last 3 years she has been going up and down trying to cancel this thing only to be played around like a fool. This is a pensioner an old woman. on the 30th of November she went to Foschini Emoyeni Mall to cancel the card and the whole thing again, and their call agents made her hold for over 4 hours until she just had to leave, mind you this is not the first time they did this to her, insisting she speaks English even though she explained that she is not fluent in that language! How despicable is that? She wants to cancel this account and that ******ing airtime people of yours and whatever ********** deal Foschini has with them! They refuse when she says she wants to close the account!!! They are taking advantage of elderly people, pensioners making them pay for services they are not rendering, they are ******ing money from the vulnerable!!!