APPALLING SERVICE

My dad has an account with Mr Price for a few years. Lately we have been experiencing problems with them. There was a sim card sent to my dad which is billed to his account monthly. This sim card is not used and was never activated and certainly was never asked for. Billing is a mess aside from the sim card, there are other charges also on the account which was not requested. Can someone have this sim card collected and the funds credited back to his account as he is paying for something he is not using.