***** on Pensioner *** - No response

My mom is a pensioner and have a contract with MTN. Her monthly payment must be R392, but unfortunately an amount of R2948 has been deducted from her account on. On 3 August we contact the ***** department whom notified that there is a 073........ number added to her account. As requested we send an affidavit to the ***** department. I received a Reference number: 1c9125e9-f0a7-4990-95c6-ce0098f885c5 and no further response. After a week we contacted MTN again and said that she must wait 21 days for refund. (pensioner?) No further response. Monday, 21/08/2023, we visited the local MTN (Bloemfontein) which indicated that they can see the strange number (073) has been suspended, BUT still is the main number on my moms account. So her cell phone number is not the main number on her own account. No response further. I am also a customer of MTN for many years, but I am disappointed. This ***** must be inside MTN, because how can somebody add a number on her account? And she must wait for her R2556 and nothing is her fault. The 24th today and no money or response from your ***** department.