Customer Service non exisistent at MTN

Writing on behalf of a colleague. Nondumiso bought a contract from MTN and lost her sim card. She lives in the Southern Drakensberg, 26km from the nearest town and 2 and 1/2 hours from PMB. She phones MTN and they are being so unhelpful without paying any attention to her situation. She does not have transport and they will not assist her and keep charging her and tell her she has to go to an MTN store, which the nearest is in Liberty Mall. and on top of that, they are charging her R228 instead R190, which was the deal. This is NOT RIGHT and needs to be addressed immediately..... It seems that as soon as you get your contract from MTN they no longer care