Service failure & False adverti*****t

I am appalled by the service of your agents both customer service & sales. My mother whom is a pensioner by the way was deceived by your sales agent into getting an On Air package as she was told “the decoder she has at home is being phased out” with OnAir partnering with DStv she can get an Explora and her current Dstv package all for R350pm for both. To my mothers surprise this entire sale was false, she was advised At DStv she will be paying for her OnAir decoder and she will pay her DStv subscription separately. I called twice with my mom after the information she received to have this order cancelled and have the decoder collected because the package was sold to her with false information. The two agents assured my mom they’ve cancelled the order, she will receive call refs and emails to confirm that the order has been cancelled. She did not receive anything, luckily I had them call out the refs during the call incase she does not receive them . My mom was advised the decoder will be collected in 7-14days. This query was logged on the 9th of August till date no one has collected the decoder! My mother now receives a call from your accounts team to state that she is owing and this will affect her credit score! I requested to be put through to a supervisor and I was advised that supervisors are not available! How is that possible? You run an entire call center without a supervisor or manager available to take a call? Then say the same thing I was advised of months back that the query will be escalated? Please advise on an urgent resolution because I refuse to have my mother be held responsible for a sale that was falsely advertised to her. With calls being recorded please listen to them and advise on a way forward.