Vodacom ***** Case

I need help with an issue that Vodacom is meant to be dealing with but are not. Two weeks ago my mother who is a pensioner and has been a customer with Vodacom for many years had her contract hacked. Someone did an upgrade on her account without her knowledge. This was going to mean that she would have had to pay for her phone and this other person. When we realised what had happened we reported the master with Vodacom. All they keep saying is the matter is being looked at and she will have to pay the increased amount. My mother is a pensioner and cannot afford to do that. Vodacom needs to do better with their communication and dealing with ***** cases. This is all they keep sending: Dear Vodacom Customer. Your service ticket with reference number EC-1TGK-3PXMBY has been assigned to a support specialist for assistance. Thank you Vodacom

Vodacom please help