Unable to Solution for A Client

My Mom has been a loyal client of Vodacom and have been paying all contracts diligently until she was unable to continue to pay for one of her contracts. She has a fiber contract which is currently overpriced and has been on month to month contract. The account is in arrears and have requested to cancelled the contract and she will make arrangements to settle the outstanding amount. She is a pensioner and they have been billing her for the line even though the fiber has not been utilised since August 2023.This is *********ly practice. If you call to speak to a manager, the agent will say this is standard practice. I don't understand if a client is on a month to month contract and would like to cancel, why can't one make arrangements. It's sad to note only when you escalate these complaints to Senior management then only a person gets a response. Being a Reputable Brand you were suppose to solution to a client for a client. We request for the existing fiber contract to cancelled and a payment arrangement to be made. Account Number : I***-9