Domestic trying to pay debt cannot get answers

I am posting this on behalf of the lady who works as my domestic worker as she does not have access to internet and no other means has got a response. She, admittedly incorrectly, did not pay her MTN account in December and January but went in early February to try to settle the outstanding amount and was told the account had been handed to legal and she had to call them. Since then I have personally been to the local MTN store 3 times and have tried repeatedly to contact the legal team on the number we were given but I cannot get any answer. The MTN store has tried and I have stood there for over an hour while they have received no answer from the number we have to dial. While it was wrong to allow the account to go into arrears, it is even more wrong that she has been trying to resolve this issue for over 2 months with no success! How can she be expected to resolve the issue if she cannot get the answers as to how to do it? Further, I am sure that there will be additional penalties imposed for the 2 months she has been trying to resolve the issue! Really a sorry state of affairs!