Rip-off beyond measure

I am writing this matter on behalf of my mother - EMF Naudé, Vodacom account number I***-9. On 2020/11/19 her life partner passed away and he assisted her monthly with her cellphone bill. Her bill that was payable on 2020/12/01 was R4 951.68 and she was only able to pay R4 000.00 which left her with a shortfall of R951.68. I made three amounting to R500.00 (R150.00 29/12, R150.00 08/01 & R200.00 16/01) When receiving the bill payable by 2021/01/01 the arrears was not yet taken into account as payment was made after the bill date. We then noticed that she was charged R878.65 + vat for google play on the bill payable by 2021/02/01. When enquiring about this on 2021/01/11 we were informed that they are unable to view where the charges came from and it will be investigated. Reference number given was ***. We also then gave instructions to Vodacom that under no circumstances may any google play apps be allowed and charged. On 2021/02/01 when we phoned again it was still under investigation and same reference apply. When we checked the Vodacom app on this day the amount due and payable was R5 104.82 which seemed more reasonable. Still no feedback has been given about the extra google play charges. When checking the app again on 2021/02/11 the bill amount for 2021/03/01 was suddenly R6 495.57. Again on receipt of the statement R445.88 + vat was added to the account for google play. One of more of my lines are due / almost due for cancellation and this can now not be done as they don't cancel contracts when your account is in arrears. When doing a rough calculation (as they don't supply decent statements) we have calculated that without the google play services the account is actually in a credit of R13.86. We just keeping on getting references numbers - the 2nd EC-16BQ-20L8VU. We need this to be resolved as we need to cancel the contracts that is due as my mother is a pensioner and can't afford this.