MTN not catering for old people that can not read sms's

My mother is 80 years old and we bought her a phone with the MTN sim/network. Since April we have been trying to contact her but we couldn't get through. Yesterday we fetched her as we were worried why we could not get through. she is old and the only thing she can do is answer the phone, cannot read not call. yesterday when I checked her phone I saw that MTN sent her an sms that they are going to deactivate her sim as she has not recharged.

My frustration is, how did they ensure that the person received the sms and was in agreement with their decision. Why didn't they call her to confirm is she was comfortable. They just decided to give her number to someone else without her concern. This is by far the worst terrible service, it simply means MTN does not cater for old customers or disabled.

When I called, I was told I unfortunately have to go buy another sim, which they will probably give it to someone else when this poor elderly person does not recharge. We have to go change her number on all her personal policies and all just because MTN DECIDED to give her number to someone else.

THE WORST SERVICE / TERRIBLE DECISION MTN MADE