Vodacom and its ridiculousness!!

Good Day

Im not usually one to complain but today i feel disappointed in Vodacom , i personally have issues with them but i stick it out and "let it go" however my grandmother who is 69 who has no knowledge of how things work is now getting ********** from vodacom and when she went into a store for assistance the "helper" was in a mood where he deliberately showed shes wasting his time.. so let me begin to say what happend..

ive got a contract with Vodacom, so i always have airtime and data, ive got Telkom Wifi at home so we always have data.. My grandmother is never without airtime or data because i see that she either has whatsapp bundle and uses wifi at home .. 2weeks ago i went home early to take her to a store where she bought her cell phone due to her not being able to punch in airtime. and the store told her its the network-so that very evening vodacom sent a message stating the *100# access code was faulty ...My question is why can vodacom not let us customers know when theres problems but they quik to remind us about billing.. i was on the phone twice holding for 30min - i even went to bed already laying with the phone to my ear to query as the network was messing for 3days alreadyand when we had loadshedding then only to find out because the wifi was obviously down...i can go on and on about the issues but lets get to my ma's issue My grand mother noticed that her buying R29 airtime doesnt last as she bought last week tuesday and wednesday morning her balanace was R0.00 she bought another R29 wednesday and made about 2 short calls and thursday morning her balance was R0.00 SO thursday she bought again R29 and the same happend...she did buy friday and same problem - Saturday she left it like that and went to store Sunday morning where the guy who helped her had a attitude of " shes old and wasting his time" beacuse her phone is R500 and rush her because there are other customers with more expensive phones he needed to help instead and he made it clear that they will not reimburse her not even a R5 of the airtime she lost..She was told to leave the phone off a while and not recharge for a day.. She is still sitting with the same problem she bought R15.00 monday and with making no calls she had R0.00 balance yesterday.... the guy at vodacom store did also unsubscribe for anything if she has subscribed for anything unknowingly.. So now im left with no choice but turn to hello peter for answers as going to a store doesnt help. My ma needs a phone always as she is a patient suffering with DVT( deep vein trombosis) shes alone at home during the day and if anything happens she only has her phone to let anyone of us know. so now please tell me what does my 69 year old grandmother do in this case!