No skills to deal with query

I called in to the call centre on 08/11/2015 for assistance with my fathers contract. He was contacted to upgrade his existing contract but did not understand what the rep was telling him, so he declined an upgrade. He has subsequently been billed for said upgrade. He has tried to speak to reps at the call centre and local branches in Port Elizabeth and Vanderbijlpark, but no one could assist him.<br> When I called in on the 8th, I explained the situation to Gladys, she did not verify the account details, only asked for the cellphone number. She said that my dad has to contact the upgrade department to have the query resolved and I told her again that he does not understand what is being explained to him and that he asked me to assist in getting it fixed. I then asked her to speak to a supervisor, to which she put me on hold, for about 14 minutes. My total call duration was 22 minutes, 2 of which was spent talking to Gladys and a automated voice system (which is really unhelpful). I called again, spoke to a guy who's name I could not pronounce or jot down, and he was very rude. <br> <br> I would appreciate being contacted to discuss the awful manner in which we have been treated.