Unable to cancel contract

I'm having extreme trouble with Vodacom regarding canceling a contract for my 80 year old grandmother!

It seems like they are willing to ***** her money every month!

I have tried contacting them on Facebook where they assured me that the contract is canceled and that they credited her number with R76 airtime! This would prove impossible as her current number is a cell c number!

Below is the transcript of the messages on messenger that was sent between myself and vodacom.

MYSELF My Aunt of close to 80 years old has a contract with you that was supposed to come to an end at the end of March! She called and informed the call Centre that she wishes to cancel the contract as she doesn't have money to continue with it! The consultant said it was fine and at the end of April, bang they deduct again! So she phones again and cancel the contract again! As the consultant explained to her that there is nothing that they can do to refund her the money that they deducted, my aunt explicitly asked them to cancel it again! Low and behold this morning she gets a message that they deducted yet again! This is absolutely disgusting as you are now taking advantage of a vulnerable old Lady! The number of the contract is *** Her name is MEJ Gordon And you are welcome to contact me on 076***156

VODACOM: Thanks for reaching out and we're sorry this has been your aunt's experience. Please confirm the number we may contact her on as she is the account holder.

MYSELF That is exactly where the problem will start! She is hard of hearing and it becomes a battle for her to hear the consultant! Her number is +27 76 *** 0989 It would be appreciated if you could assist in the regard of the hearing impaired problem! Her ID no is 410327 **** 0** As well forwhich number was the R79 from her account?

VODACOM Hi Steph**** We've managed to contact your Mom and verified her details.. As discussed with her all the numbers on the contract have been cancelled. Also there is no indication of a contract(s) being cancelled in March 2020. The number *** was for MyGig 1 TopUp Promo Mofaya at R66.09 incl VAT R9.91 which gave the total of R76.00. We allocated R76.00 to her ***.

MYSELF I take it that the contracts are officially canceled now? May 31 How did you allocate R76 to ***? Just asking as that number is a cellc number May 31 Yet again you have deducted R76 for a contract that you confirmed was canceled! I thinking of now taking this matter higher, as it seems that you are failing to sort this problem out 25 minutes ago

As you can see I have had no replies to any of my messages since then!

I am hoping someone can give me direction to an ombudsman so we can take further action, seeing as the normal call centre consultant is not doing the job.