Payment made to Vodacom

My mother has a contract with Vodacom, she skipped last month’s payment. On Friday they debited about R2700 but her phone still has no network. They said they will open it after 72 hours then today they said they opening it she must give them 2 to 4 hours...it’s been 6 hours and her phone is still not working. The agents have been very rude, the lady she called yesterday even had an argument with her. Apart from being professional she was just disrespectful because my mother is very old. The service at Vodacom is just not professional and they are not helpful. Friday they said she must send her bank statement to Josias so that the phone can be opened quicker. We sent it and nothing happened.