Horrible service from VODACOM

So apparently Vodacom had a system error whereby the deducted insurance from clients unauthorized. My mom is a pensioner due to medical reasons and VODACOM has not been able to refund her the 2 premiums that they deducted for the months of September and October. After numerous calls and promises that it will be refunded within a certain time, we've had to call again today due to no action been taken yet. The last call lasted well over 45 minutes and there is never a supervisor/manager available. In the meantime my mom has difficulty paying for her medical necessities.