poor service

my sister has a contact with you guys for her son , she has phoned your company and went to your brunches so many times , her ID number is *** , she has asked that you guys help with the abnormal billing that is happening with her son phone, all she get from you guys is she must speak to her son ,the contact its in her name but she cant make or stop changes this has resulted in you guys debiting her thousands of rands of which you guys make profits when she must suffer to pay her other bills. all she is asking for is for you guys to cap her son phone , she has not reversed this amount but has called for help no assistance to date. she doesn't want to reverse the amount as this will affect her ITC, my sister is in a village and can not keep going to town for this issue, you are really not treating her fairly . she can be reached on ***. can your company assist here asap , what does she need to do for you guys to listen . my number is ***