Unable to pay account

We have been trying for 6 months to pay the cellphone bill and due to the strike we haven't be able to get hold of the accounts department now the account have been handed over to the legal department and till date no one has called to assist us to pay this account. My mother who is the contract holder has made numerous calls we have actually lost count and have paid trips to mtn stores to assist but no one has been able to help us because it has gone to legal ! No one till date has contacted us from the legal department - is mtn this stupid not to understand that we want to pay the account and get it up to date - instead you inconvienece us and now the account has escalate to a very high amount and I haven't even used the contract for so many months ! U guys are ridiculous and the service is now so pathetic. How will be compinsated for this ? Because it's just costing us more money than anything ! The reference number is ***