Added a phone to my mothers account *******y!

Last year November Vodacom added a phone to my mothers account without her consent. The phone was delivered to a unknown address in Johannesburg. And she has to pay for it every month but she has never even seen the phone. She called customer care about 30 times and she had to speak to a different person every time who promised to put through a query. After she spoke to about 30 people a lady told her that she had to go to the police station and write an affidavit stating that she did not give consent to put the phone on her account and that she has never even seen the phone. Then it was supposed to take 21 days before they would get back to her. after 21 days she phoned again and they said that the affidavit was not correct, and they instructed her how to change it. She then went through the whole process again. She then received a text message stating that they her query went through and that they are working on it. One of the ladies in customer care instructed het to stop the phone until this situation is sorted out. it was stooped for 2 moths, but today she found out that they opened it up again and when she called customer care they guy just put in yet another query!!!