Incorrect Package Linkage and Unknown balance brought forward

Hello I'm assisting my Grandmother with this complain. I'd like to lodge a formal complain regarding the incorrect Package Linkage on my subscription which created chaos on my account .My viewing is blocked and now i have a balance brought forward which I MUST pay ,which I believe it's unfair and incorrect.I consultant more than 5 agents which all of them never helped me. I provided screenshots and proof payments but yet no resolution.

I have attached Screenshots from the time I used the WhatsApp channel assist by my grandson to check the balance ,clear the Error because we experienced bad viewing on the 05/05/2025 ,on the 06/05/2025 signed in again to clear error and check different packages incase if I want to upgrade.Which the amount was to much ,and he rejected the package and signed out. On the 05/06/2025 my account was blocked until we find out such additional products and add on's added on my Which I never agreed on Then he used the WhatsApp channel to enquiry to further investigate the issue.

It's very sad that an error occurred and I have to pay for that error.

Please escalate the matter resolve the ticket. There is no way I'll pay that amount,which I'm confident I don't owe . I never approved anything nor have an outstanding balance,on my account is up to date

*** Maditaba Fransina Mabaso 4002 ext 4 Kanana Orkney ***4677

Please find attached Screenshots of the enquiries done on the 05/05/2025 and 06/05/2025 The last 5 screenshots is a clear proof that I clicked on the No option

Hope this matter will be resolved Regards MF Mabaso