Extremely High Account

I am dealing with this query on behalf of my mother, which is the account holder. She have the same contract for the past 4 years. The account is normally R 179, 51 per month. (a statement from April to September 2017 is available on request) This is for the tablet that she's been using.. Until she received an account for R9122.70 for August and again an account for R2903.88 for September 2017 for data usage!! Any normal person can tell that there was seriously a mistake. Especially for the fact that my mother is almost 70 years old. This is highly impossible for the account to be that high! During July, the charging cable for the tablet was damaged by her dog. She was then unable to charge the tablet and therefor did not use it until TODAY. When she received this huge account, we borrowed a cable from someone else to see what was the data usage. I have made screen prints for 25 Jul - 1 Aug and only 1.57MB were used. And again from 25 Aug - 1 Sep where 0.00B where no apps used data during this time and again from 1-8 September where 273kb were used. Bare in mind that she was UNABLE to charge her tablet due to the faulty cable!!! (this screen prints is available on request). We have stopped the debit order at that time, as there is anyway not enough funds. Vodacom tried to deduct R12 125,68 from her account!!!!!

We have tried to upgrade her contract for a laptop on 18 September and found that she is unable to do so due to the outstanding amount! We have logged a query on 18 September with Amanda Rikhotso at Vodacom Menlyn. (Ref: 1/ ********** ********** ). They have investigated and "found" that the data was indeed used!!!! HOW IS THIS POSSIBLE IF THE TABLET WASNT SWITCHED ON!!!!

AGAIN we have queried this on 9 October 2017 with Nyako Mashila. - nothing came from this query! And Again on 16 October with Tenolo (Ref: 1/ ********** ********** ). Feedback came and they have credited the account with R7691.16!!!! What about the rest?? And HOW did they came to this amount??? Bare in mind that the Tablet is still switched OFF and unable to charge! She received a new Statement dated 3 November for an amount of R4614.91, which is increasing by the day!!!!

We have queried this AGAIN on 14 November 2017 with Sello (Ref: 1/ ********** ********** 8) only to receive a call today on 20 November that the amount to pay stays on R4794.40 - this is still ridiculous!!!

I beleive that something serious is wrong or the account has been hacked. My mother is unable to use that amount of data to receive an account so HIGH comparing to the previous months of R179.49!!!

My mother is almost 70 and don't have these type of money to pay as she is a pensioner. This puts a lot of stress on her health which is totally unnecessary! She will however pay the normal fee of R179,51 for August, September, October and November for the months the debit oder did not go through which is only fair and then she would like CLOSE this account!

Your urgent investigation into this matter will be highly appreciated.