Unexplained charges on account

On the 1st of November 2015 I have been into a store with my mum to query why her monthly instalments and account which was constantly going up after regular payments. The consultant called the call centre *** option 1 then 2) and we spoke to Sikeledi who provided us with the call *** confirming that my mum had been upgraded to the VIP member plan and had family provider plan added to her account. We then asked who has requested this and she said she will request the call recording and get back to us in a months time. It is now 90 days and when we enquired again we where told that the call centre agents add theses benefits to clients account without there consent. My mum lives on a government pension and I request that all those charges be reversed into her account. This is **************** as your staff cannot get back to clients in a proffesional manner. We request a detailed posted statement for the last 60 months and all unauthorised charges to be refunded in full back into her account.