MTN Contract Issue

I am writing on behalf of my mom, She upgraded her contract early in 2020. Instead of receiving the monthly minutes, sms and data bundles, she only got R200 airtime. She went back to the store and they ensured her that it would be sorted out by the next month. She has now repeated this process every month since then and problem has not been solved, even the consultant at the store can't seem to give her answers anymore.

The amount being deducted from her account is the agreed upon contract amount and she is yet to receive any of the minutes or gigs of data she has been paying for. This review is our last resort, please assist us in solving this issue.