Poor service and advice

<p>I have a Smarts contract that I use for my daughter. I requested a soft lock on the account once the account reaches R50. This was always done for more than a year and suddenly a get an account of R1000+ for last month. How is this possible? I logged a complaint on Saturday 26 November 2016 and was adviced that I will receive feedback within 4 working days. It is now day nr 5....still no answer. REALLLLYYYY unacceptable!! Ref number 1- ********** 6005. Debit order already went off my account for this bill that I cannot affort. </p>