Frozen account due to slow cancellation actions

My domestic worker, Lydia Fakude was **********ly 'sold' a new phone and related Vodacom contract in March by Afrihost. This has been discussed with Vodacom, who has undertaken to cancel the contract and refund any monies (see a previous Hellopeter complaint). It is now 3 weeks later and the matter has apparently been escalated but not yet resolved. Now Vodacom has frozen the contract she uses ***) on her existing account (***) because of the monies owed to the contract that will be cancelled ***). She has been to Vodacom in the Vaal Mall and Vodacom Sasolburg who have been unable to assist. Please could someone attend to this and ensure that her existing line ***) is not impacted upon by the as yet unresolved issue of the line for ***).