Everytime I go into a store for them to explain to me what I am paying for, no one can tell me

Everytime I go into a store for them to explain to me what I am paying for, no one can tell me. The Telkom account was in my Spouses name who passed away in January this year. I want to keep the lines going. I keep getting sms'es to pay, so I pay, but then a few days later, I get another sms. I have been to HQ, MOA and Rosebank with no help.