How can this be possible - Terrible service

Recently Vodacom had cancelled and disconnected my Moms contracts and subscriptions, and on investigating we found out that she has been deemed deceased as far as Vodacom is concerned. We went in store to a Vodacom branch in Kimberley at North Cape mall. They submitted paperwork and said it will be fixed. Its almost two weeks now that nothing has been fixed. She has two contracts with Vodacom and neither one works and her numbers are no longer Valid. How does this happen and who would do something like this? I only hope that a full months subscription is not charged as the contract are disabled for this long already