Very BAD Service

I have been a client of yours for many years. I have not had any issues with your service. That is why I recommended you to my mom when she was looking for internet. The first two years was great. Last year January she renewed her internet with a cheaper package that was offered to hee through the retirement village. That is when the issues started. She has been charged for two lines for a year now. We are hitting a brick wall with the call centre to sort this issue out. She is paying over R800 per month and she should be paying R399. This is alot of money for a pensioner. Can you please help us.