Complete unwillingness to help and issues

I purchased a phone for my mother on contract because they are struggling. I sent the phone down to east london where they live. They then went to a vodashop in hemingways. They did the sim swap and it didnt work. Two days later again and still didnt work. Now they tell us that the account is arrears and thats why its failing. When phoning vodacom they say the account is up to date and no errors. Please can vodacom sort this out we have spent so much money on phone call after phone call with no luck. Now they say someone might look into it soon... and it might inly be fixed after christmas. I mean REALLY!!!!! Personally I have never had this amount of **** with vodacom before... dont dissapoint your customers now.