Poor customer service

My mother paid upgrade subscription of R115 in advance, I phoned Multichoice on her behalf and I was told she must phone, or use what's up to upgrade. She is 65 years old and tried via what's up got monthly payment of R720. As result I told her to cancel now multichoice cannot assist me because I'm not account holder but refuse to call her. The agent said she must phone otherwise they cant assist her. How do you assist you client who cannot use what's up or web multichoice? The services was very poor if it was my account I was going to cancel the subscription all together. I get that the client must be protected but I gave him information he can use to verify my story (check payment of R115 paid 06/07/2021).