Multichoice employee ****s and ****s....

On 1st of January 2025 I called multichoice on behalf of my mom because she old, wanted to do a downgrade I was assisted by a lady. I told her that mom wants a downgrade to 139 from 453.93 so the lady said she would like to speak to the account holder therefore i told her that I can just do the translation to her, she asked my mom security questions and I was just translating to her. At that time She was owing R453.97 the lady told us to pay it and we did pay the amount via app and after that we told her that we want to downgrade to R139 she the said can I please confirm with the account holder and i've explain that to mom as a translater she agreed, every thing was finalized on that day. On 6th of Jan I paid R140 for the following month.... So now I'm surprised when my mom said someone called her on Monday 26th telling her that she needs to do an upgrade over the phone if she doesn't do it they will end up changing her R6000 i mean what hell is that , how you try to convince an old lady with lies what kind of employee is who doesn't even check I mean we just downgraded beginning of Jan now you call an old lady lying to her to join something that she doesn't even understand.... my mom told that she did not agree the person who called her she ended the call because it did not make any sense to her now that very same person did the upgrade while my mom was not aware and she didn't even agree on. Now they're saying she must pay R929 which she doesn't even have the reason she downgraded on the beginning it was because she was struggling to pay that 453 in the first place so we decided to do a downgrade for her.... Now A **** employee ****MED my mom by adding channel's she did not agree on.... I am very disappointed with multichoice employee who just lie to someone in order to reach target... I want multichoice to remove those channels the amount they she's owning she did not agree to whatever that person told her about. STOP TELLING YOUR CLIENTS LIES .... YOU CAN NOT TELL SOMEONE TO DO AN UPGRADE AND THREATEN THEM THAT THEY WILL END UP PAYING R6000 FOR WHAT ??? I AM SO DISAPPOINTED BY THE PERSON WHO CALLED MY MOTHER. LEARN TO DO THE RIGHT THING THE RIGHT WAY PLEASE