Long story short, after at least four phone calls my mother and I made to Provider X, Provider X kept either repeating the same explanation over and over again or giving out another complaint ticket—which adds up to at least four complaint tickets as of the time of writing—, none of which clarifies what happened or gives solution.
The last call had my mother outraged: she threatened Provider X be reported to newspapers, said thank you and hung up before the call center guy even finished saying ‘you’re welcome’ (get it? The call center guy didn’t even try to keep the call on the line!).
Patience is up and I’m going to the customer service center soon and see what response they have.