Customer service

Their service is poor. Since last month my mom phone's were locked and seems like this month its going to be the same story again all in the name of "an investigation of ***** that happened in contract with telkom". Then why are they still debiting money from my mom's account if they won't give her what she is paying for. Must she suffer of the ***** she did not commit. I feel like this is an inside job. Why are they not opening her phone's in the mean time and freeze the account she knows nothing of. Why must she suffer for something that is not her fault and no one from telkom is communicating anything unless they want their money. This is a **** network and there is no customer service. Imagine waiting 16 minutes for someone to pick up your calls while listening to their music. I would never recommend this network to anyone. Paying for something I don't get for two months ? never!!