Live chat

I have been a mweb customer for years, recently I did a change of ownership from my name to my mother's name, I am trying to find out why her premium went up twice in one month, and the live chat is so useless I explain that my mother cannot phone them and she is not good in English. She cannot access the app for some reason to chat to them herself, the more this Bonga character is saying she must contact the call centre. I have always been assisted I dont know what the problem.is now all of a sudden