Unauthorized ugrade

Good day I would like to log a complaint , my mother has an account will multichoice and this account was downgraded to 120 payment was done on the 15th of August and another payment was done the 15th of September , yesterday I received a call to say the account is suspended I have called call centre to enquire about this was told account was upgraded I told them they have record of all their calls and self service no one helped me Muster peace I am told that my mother did a self service she doenst even have smart phone and they cannot provide me with record the agent even told me that I am the one who made a call

I went to branch I am told Sibusiso Mkhize upgraded the account where did she get rights of doing that

Also the Male agent that told me I did the upgrade must provide me with the proof or apologize in public of what he did of accusing of something that I did not do My mother cell is *** and would like to be contacted on ***