Softlocked sms and disappointed in service!

I am posting this on behalf of my Granny. A consultant called and said that she was paying too much and offered a laptop etc. The laptop and wifi and sim was delivered and she has had problems since. Vodacom softlocked her current nr and she was linked to the other nr. She called and they sorted it out only for the next day to be softlocked again. She cancelled the package and RAM came to fetch it. But once again, she receives "mandatory account...limit reached... softlocked" sms's. She received a sms from Vodacom saying she is on a N/A package yet when I dial *135#, she is on a package with MORE THAN ENOUGH minutes and data. She then proceeded to go to the Vodacom store only to find out they are offline. She has been a loyal customer to Vodacom but have been receiving issues for the last two weeks. My concern is her number being softlocked and she cannot call or anything. We have spoken to many consultants yet it's an endless circle and not getting anywhere. She is an elderly lady that is dependent on her phone and she does not need this kind of stress in her life. Please can we have a manager involved or someone higher as it seems with the consultants she has been speaking to have not fixed the problem.