My mother's Prepaid Account. Suspended or Cut Off

Hi, My mother has tried several times to your call centre for assistance and all they do is transfer her call to different call centre agents who cannot assist her. Her line has been suspended but I recharged her account with a R240 about a fortnight ago. Why was it cut? and what happens to the money. She is a pensioner and cannot afford a normal line it needs to a prepaid line. Please can someone sort this out for her the line