Webafrica bills for no service, and there is a hefty cancellation fee

So my mom is without her fibre internet for over 2 weeks and cannot seem to get through to Webafrica, so I try. Webafrica really should be ashamed of their so called customer service. Their live chat is, well, not really live. It takes over 12 minutes to get a message from them. Lovely. Finally, I managed to get some help on whatsapp. But no-one can explain why customers were not informed that they will not be getting a service for over 2 weeks but happily still be paying. In my case, my mom on pension. Finally, I got a reference number but who knows if the repair will take another 2 weeks or longer. So she is paying for a service that is not being provided, and if she wants to cancel, it will cost her R999. Well played Webafrica