MTN Upgrade without consent - Can fix their mistake - Be very carefull

My Mother is 68 years old and she phoned MTN to enquire when her phone can upgrade. the staff member with the name of Alston Sing assisted her and without her consent upgrade her contract for her without her knowledge? Now MTN is taking for ever to cancel the ******** contract so that she can go into a MTN Store to do the upgrade herself. They informed her that the contract has been cancelled and that she can go into a MTN store to do her upgrade accordingly buy once she gets there she is being informed that the upgrade contract is still open. We called numerous times even talking to the Team leader Silongile but she is also very rude and unhelpfull, they just seem not to be interested in rectifying their mistake. According to the Customer consumer act this is ********l. The worst Mobile Company to even consider in future. Please be carefull when calling to get info on when you can upgrade, they just seem to upgrade you anyway even if you dont want that, then they seem to not be able to rectify their mistake, gives falls information and treat loyal customers like nothing. Shame on you MTN!!!!!!!!!!!!!!!!!!!!!!!!