Paying for airtime you have never used

My Mom has had money being added onto her Edgars account without any knowledge of what this was for, when she went to enquire about it she was told that the amount was for the airtime she had supscribed to, funny enough she has never received any airtime, the Tsakane Mall branch promised to assist and after being there several times she was finally given contact details of a gentleman called Tshepo whom they stated that he works for the airtime company and would be able to cancel this subscription and reimburse all the money that has been paid by Mom without receiving the airtime. Now the gentleman no longer answers his phone but the money remaind in my Mom's account. is this how Jet treats and ***** from old people who are not given clear explanations about these products that they tell people they are free when they are not.