MTN punishing loyal customer because of THEIR incompetence

My mom is a loyal MTN customer. 3 contracts and pays and upgrades religiously. Her phone has been off for 3 days because MTN did not debit their account payment. Apparently there was an error on your side. How this is my mom's problem is beyond me. So she gets sms's saying she needs to pay and she phones this morning asking that you please debit the money from her account TODAY so her phone can just be unblocked again. 48 hours turn around time you tell her. This evening she gets a letter of demand asking that R1008 be paid. I phone MTN at 21:00 to which Ruth Khumalo tells me that she can see my mom called this morning but the ticket has NO info. Who logged the ticket I ask? Oh it doesn't say here... uhm I have worked on CRM programmes, SOMEONE logged the ticket. Oh, she says it was Thabelo Khumalo. (Lets ignore the fact that someone ****) She tells me there was no money in my moms account when they deducted in December. I just checked, there was. So how is ALL this my moms fault. Who incase of an emergency, now has no way of contacting anyone? And because MTN was *********** and didn't do their job by debiting their account and THEN placed someone in a position who doesn't know how to log a ticket properly, she now has to be inconvenienced? We want the entire amount debited by tomorrow and her number restored. Please do not patronize me with an automated "Sorry for the inconvenience" message. I want to know that this issue will be resolved before close of business on 4 January or we WILL be taking it further. Your staff is quick to make sales and reach targets, lets see if they can be just as quick in fixing the **** they cause!!!!