Reimburse and cancellation

My mom who is 69 years of age took a fibre with one of your consultant. The fibre never worked. They called the installer he said he will come and fix and the telkom number, with no respond. My mother was handed over to the lawyers. She got calls and an sms demanding that she pay R1106, 41.She paid that without any service received.She's has become sick because of this.I dont understand how you take advantage of the elders. My mom receive SASSA. So you trick vulnerable people into signing contracts and not deliver on service. Its wrong! She's been calling to cancel this contract with no success. My mom did not receive any service, then why do she have to pay for a service not delivered, and be handed over to lawyers.Please verify this.***