My number has been locked yet my mom paid

My mom handles my account and is responsible for paying for the contract i am on. Yet when i try to make a call or an sms it tells me that my account has been locked. My mom tried resolving the issue but instead she got bad service which is always the case whenever she calls Telkom mobile call centre..There are countless times were we had experienced bad service such as the time when my mom was being charged with paying BIS when in actual fact i own a Samsung galaxy s4 mini. It just doesn't make any sense to me. Service is really poor i got to say