Worst Service Possible

My mom upgraded her contract on the 14th of February. Since then she has only had problems: e-mails telling her that she bought data(at least 4) and then her phone was locked. On the 14th they told her she had +/- R590 rand worth of calls that she can make before losing it on the 1st of March. Friday the 20th of February I took her because she wanted to cancel her upgrade and revert back to her old contract. Since it's been less than 7 days since she signed the contract and the contract will only come into effect on the 1st of March. We were the first customers in the store and spent 2 hours with absolutely no joy. The lady helping us was on hold to customer services for more than 90 minutes before the call was answered. Zane Dreyer refused to speak to me on behalf of my mother(she is not fluent in english) and was rude and unhelpful. Then we spoke to Robert Bangani, although it is a woman we spoke to. Just as unhelpful and rude. Being a MTN customer for 19 years apparently counts for nothing. Lizette Seafield at the branch kept her cool and was respectful throughout. I want that upgrade reversed - why do we have a consumer protection act?