Bad service

I pay my mother's acc monthly and every month there is extra charges. Today l queried this on messenger and wow agent ignored statement sent showing what l always pay and basically forced down the amount. My mum gets a pensioners discount monthly this was not app**** but TL who would not give their name saying they are not allowed what a wow chose to ignore the fact. I'm exhausted with the terrible service from multichoice dstv. Don't offer discounts if you can't honor them and train your staff on such. You can cancel the whole thing if you can't service people the way you should...