Poor service and now threatening a pensioner

My mother in-law 78 years old has been trying for over two years to end her subscription and relationship with Multichoice. Instead of stopping her subscription Multichoice tried to sign her up for another package. She is not paying for what she did not ask for and can’t afford. She is too old deal with this and needs assistance. Instead of being assisted over an issue of just under R300 for a joining fee, she has been handed over to debt collectors to threaten her. Shame on you. You do not even have the courtesy to contact her directly. She is so stressed out over your inability to understand what she requested in the first place. Can someone from Multichoice not care enough to please assist?