Dstv *****

My mother (66) was called by dstv consulted regarding her dstv bouquets package stating that she is a good payer so Dstv is offering her a funeral cover of 10 000 the consultant did not disclose the additional premium for the funeral my mother unknowingly agreed to the funeral cover come month we went to pay Dstv, there was a R310 last month that was diducted for her account, when we went to pay our normal viewing premium which is R150 surprisingly she must pay another R310 when she asked they said she took an insurance without explaining the insurance. she went to Multi-choice brunch in NU6 Mdantsane City Mall to get assistance with canceling the insurance cover. the lady that was assisting said once you take the funeral cover you cannot cancel we tried calling Dstv but we couldn't get through. How can we escalate this case to ombudsman?