Telkom service is poor poor poor! All they want is money

Telkom is demanding that my mother pay them R13 000 that she apparently owes after someone used her account to source THREE Phones! She's been reversing payments of up to R4000 or more in the last 3 months, when her contract is only for R200 a month. Telkom has been useless up to this point. She's been calling them, emailing them, visiting their outlets but no one is hearing her out. They just want her to pay up! No one should have to go through this