Vodacom Custumer Care is a Disgrace

My mother of 70 odd years has a Vodacom prepaid number. She went over overseas for 6months. When she recently returned her phone says "emergency calls only" when I call customer care they said it is that roaming has been activated. Roaming was never activated from our side in the first place. When the security Q were asked she could not answer them all as she does not remember. When the agent eventually after being very rude and in a rush started to explain she must do how many steps over and over and my mother explained she does not understand he mentioned it once more and the call was about ended. He was rude, did not try and even explain or assist and very eager to hang up the phone. We going on day 3 and still the phone is off after I tried the steps he mentioned. I was shocked that a agent can be so disrespectful and rude and not helpful at all. Never was it even explained in the first please as to why the numbers roaming was activated. I am really glad I moved from Vodacom in the first place.