Telkom keeps suspending our Fibre Line

Please see message below, from my mother, the holder of the account. She has made contact with Telkom via Facebook(where the message is from) and via calling the call centre and going into the Telkom shop, none of which have been able to help:

"please help me, i am being billed constantly over and above my monthly subscription for fibre of R599 but I don't know why and I have to keep paying it otherwise my internet is cut off. There does not seem to be a way to view my bill online and I am spending hours every week trying to resolve this."

"Hi there, our service was suspended in Jan and restored on payment of R746 which was the prorata and one month in advance - I assume. Can someone email me the accounts to ********** I don't even know what the amount is that I am supposed to pay. Why do I not receive any accounts from you since the service commenced in June 2017 and how can I make this happen?

Our internet was yet again cut off today after payment has been made and Telkom refuses to issue us with an account