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I would guess that she didnt pay her bill for about 6-10 months, got a termination notice, went to get help, and when she was one penny short of the actual bill, the company teminated her service.
realistically, it's not their fault. they probably have software that determines if the bill's been paid to a zero balance and if not, it gets disconnected. granted, someone could have waived that, but the initial cutoff was probably computerized.