Vodacom not accepting their error

Very bad experience with vodacom, my mom which is a pensioner was called to upgrade which she wanted to do and all sorted but then 9 days later they phoned her again and wanted to know if she wants a new phone which she said yes because she thought its related to the new phone and bam two days later new phone arrived. Then 2 months later they phone her and tell her that the account is in arrears of an odd R1200 so i phoned them and asked what was happening so they informed me that she haven't paid them, so then we only found out that they gave her a second line of the same package the second time they phoned her. The problem is she cant afford the second line and did not want a second line, so last two weeks i have been trying to fix the problem but got nowhere and today they switched off both lines because of non payment due to her only putting enough money in the account to cover the one line she believed she had. Up until now no support to fix the problem....