Problems not being challanged and solved

I am writing this review on behalf of my mother, since the 1st of November 2020 my mom has been experiencing problems buying data on her uchoose flexi 175, each time she tried buying the system error message reads you have reached your monthly spend limit, she tried to report this but your consultants seems not to understand or have a clue what she is saying, i took over and tried assisting her, sent e mails to the CEO Office trying to explain this problem to Rudzani Lithole, this senior consultant claimed there is no fault on her number, my mom has suffered a stroke a while ago and she is left with slurred speech and some numbness in the right arm, so she needs either Data or airtime or voice minutes to be able to communicate if she has an emergency, at this point she cannot buy data neither voice minutes. I assisted her to revert back to her previous package which was XS+ on both her lines, one line was successful in Migration, *** and *** seemed not successful aparantly on a pending status, i am asking Vodacom what is happening ? Is this how things are conducted ? Your Vodacom App since the Update is non functional most of the time, although this is my moms contracts i pay both her contracts as a favour each month, not saying that she cant afford it, which she can, but fact is i think the least Vodacom can do is dig deep and search for the fault that is causing this. She never had any problems when her contract was on XS+ since it was migrated to Uchoose 175, both contract lines started giving problems, which no one at Vodacom can solve, therefore she has asked both her lines be reverted back to XS+ and still there are problems doing that. Aparently there are 2 different platforms, but still the problem can be searched and solved, i was advised by the consultant that there are no problems on any of the lines, Mandatory limit is 5200 and no restrictions, so i do not understand this whole concept that she has airtime available but she cant buy Data or Voice minutes, Please can someone sort this out so she can be able to get Data and Voice, and also migrate both her lines back to XS + she has obviously chosen Vodacom as her trusted network, please assist with the issues she is experiencing. Thank you