Bad service

My mother sim is not able to receive calls but she is able to make out going calls. She when to a vodacom shop in Thohoyandou and was advised to buy R10 airtime, mind you she had airtime when she was being asked to do so. She was also told to remove her Sim card and switch off her phone and the problem will be sorted in an hour or so. More than 5 hours later her number still takes me to voicemail, but she can call me. I tried to call the call center on her behalf but the Vodacom robot is useless. I need to talk to an operator for urgent assistance. My mother is 68yrs old, and I need to be able to get hold of her since I'm staying in a different province from her.