POOR CUSTOMER SERVICE

My friend bought a phone contract with Telkom worth R270.00 a month,few months later she receives a sms that almost R 2000.00 will be debited from her account and when she follows up they tell her that two phones were bought under her name in a space of two weeks and she goes to a store near her and the manager does not want to speak to her because she did not buy from that store but its a telkom store just a different branch,are you guys not using the same system,same controls???a customer is frustrated and you cant even listen to her and at least try to assist and advise her what to do. Are there no controls to mitigate identity theft you cant just take a name and believe its that person.