Unhappy customer please assist urgently

My mother is a foschini account holder, her account is a six month plan. In 2009 she bought a cellphone Nokia 5310 at foschini utilizing her account for my little sister and took out a cellphone insurance worth R31.00 and by 2010 the phone was paid up leaving just the insurance for every month going forth. In 2014 the cellphone got lost and she claimed for it with no hassles and R150 was paid for access. Unfortunately not long after that the phone was ****** at school (samsung galaxy). Once again i went and claimed and this time had to pay R300 access. After claiming this time around the statement that was sent to her, has a six month revolving cellphone plan charged to her account from August 2014. The strange part about the six month revolving plan was the fact that it was fluctuating every month. Then she noticed the six month revolving cellphone plan and started asking questions because she doesnt owe any cellphone. She has been to foschini in springs trying to solve this problem and they are not assisting her. I (Tsholofelo) have emailed a letter alerting them of this problem. On the 21st January 2016 Gary called from Head Office and she explained to him. I am still waiting.