Upgraded data package was not activated on device delivery. HIGH data bill

Hi, I am writing this complaint on behalf of my mother: Lorinda de Kock, ID: ********** 030084, sim card number: ********** 131. She upgraded to a 10GB day and 10GB night data package with a wifi router for R129/month. The device was delivered and I went to her house yesterday to help with cell phone backups etc. Little did we know the new package was not activated yet and now she will have a bill of +/- R3000. I do feel that Vodacom must look into this and please credit this amount as it is not fair to her. I mean the device was delivered so one would be under the impression that the new contract is active. Now she went on out of bundle rates on her previous contract. CAN A SENIOR MANAGER PLEASE CALL ME TO SORT THIS OUT TODAY.