Terrible service

My mom has a contract phone with Vodacom, after they could not deduct from her account she made a manual payment. Vodacom could not locate her payment after she has emailed numerous times the proof of payment. Her services has since been stopped. She made an effort to go to a Vodacom store at Jabulabi mall and the employees there told they couldn’t help she must go all the way to vodaworld. What must happen for my mom to be assisted, put this matter to rest and have her services reconnected. Even this useless Vodacom call centre couldn’t help.