Upgrade in November still no device in July

My mom did an upgrade over the phone as always in November 2018. All relevant information included. It's almost August with no device but the monthly debit goes off. The customer care department told to call Summer sun Trading as they did my upgrade. Who in the world is Summer Sun Trading??? I called them with my own airtime ( told there is no toll-free number), they said they do not have her ID number in their records. When back to customer care ( 173/135), said they'd send an email to Summer Sun and I should call back in 7 days, I do just that but they didn't get a response. Customer care solutions?: they told me all they can do on their side is send another email to Summer Sun and cc seniors as they are Impala company ( again, who the hell is Impala?) and don't deal with upgrades, it's up to Summer Sun to investigate and respond. This is my last resort as you have proven *********** in resolving this issue. WE WILL NOT PAY YOU A SINGLE CENT ANY FURTHER!!