Poor service and data keeps dissapearing

Where is the data. For some reason my grandmoms data keeps dissapearing. When looking at the settings....it keeps showing hotspot. Firstly....ive changed the password about 10times already and hidden the icon as we though maybe she switches it on by accident. Secondly....she is not tech savvy enought to know how to apply hotspot for other people to use seeing she has no income. When phoning the call centre they give her the run around or tell her some stupid story when looking on the system with her cell number. She easily looses about R100 per week because of this. Cell will be a client richer within the next 24hrs