Unresolved dispute

So my mother called in to enquire about an upgrade at the end of July. The consultant was supposed to call her back to confirm if she wanted the upgrade but never did. To her surprise he he went and did the upgrade yet she never received the phone at all but paying the new increased subs she never agreed to. She called the call centre on 24/08 spoke to Riphilwe (***) nothing was done as stated by Nompumelelo who she spoke to today 23/09 (***). A new dispute was logged and yet for the past 2 months her account gets disconnected yet she payed R249 last month and and a shocking R438 was debited and what for. Virgin Mobile better call her on *** and sort this out and give her some form of compensation or we won't hesitate to take legal action. Her name is Mrs PN Coetzee.