Bad service and case suspected *****

Good day We have been dealing with an issue for more than 3 years with no outcome. My mother's account was handed over for an outstanding contract. In 2019 I willing to pay for it but when I called the collections company at that time I was told that the account is no longer with them and I must contact MTN. When I contacted them I was told that the account is closed and never received any information from them after that. Now 3 years later a call was received with regards to an outstanding account again on MTN. There were 2 red flags to show that there was no other contract that my mother opened. First red flag the number that they contacted her on is not her number and it is not linked at all in any way. Secondly the contract number in question she has never ever owned it before. She has had only one number. I have sent an email to the legal department I am still waiting for feedback from them. There is no way a payment will be made for this account as it was opened by us. It is stated that the same contract was upgraded in 2015. That time there was only one number that we know off and again upgraded in 2017 and the weird thing is in 2017 my mother was retiring from work and was cancelling the actual contract phone that she had. Now why would you cancel and upgrade at the same time? We need answers with regards to this issue.

This is very unprofessional of how the matter is being handled. A whole 3 years of no messages or calls and to come and demand after so long.