Rain *********** clients

My mother has an Acc with Rain Prepaid internet for R500 a month, since February 2023 till June 2023, they have debited my mother for 5 months and when she calls the support line, their response was that they don't deal with technical issues. 5 months of money been debited but no internet for an old woman. R2500 is ****** service not delivered. Why is Rain debiting clients while it's Add say it's a Prepaid?? I will be coming to collect that money soon!!!