Disgusting Customer Service

If I could give Rain a -5, I would. My mom changed her account from the R479 to the R250 package. We spoke to Nonpumelelo in sales, she went through the entire process with my mom on the phone, and even made her pay R1 to confirm the cancellation. We were told that we were only going to pay R250 at the end of this month, and our wi-fi has been being cut off from 6pm - 11pm as discussed. She even sent us a new SIM card to use for the R250 package. This morning my mom went onto the Rain website to make the payment of R250, and was told she needed to pay R620. She called customer service for help, as we were told that we only needed to pay R250. We went through to a woman named Zanele in customer service who was beyond rude with an absolutely disgusting attitude. She argued with my mom and insisted that my mom has to pay the full amount. My mom repeatedly explained that Nonpumelelo had confirmed the cancellation, yet she refused to listen and told my mom that she's not "making any sense" and just does not want to pay. She then went on to say that the sales department isn't supposed to be doing cancellations or any changes on a customer's account. She argued with my mom for about 10 minutes straight, and according to her, the call has been recorded so there's the proof. She then told us to go through to sales to sort out the matter without giving us a reference number. We called sales and the lady who we spoke to said that there are 3 Nonpumelelo's so she couldn't put us through to the one we spoke to, and then insisted that our call made to Nonpumelelo on the 10th of February was not recorded, even though "every call is recorded". We asked to speak to her manager named Kevan/Keban, and she said he was in a meeting, refused to give us his surname, said she cannot help us, then immediately cut us off and transferred us back to customer support. We then went through to Sabelo Mathonfe who was very helpful. He told us the name and surname of the manager in charge of the other lady, his name is Kevan Govender, and mentioned that he will ask that manager to call us. We are still waiting for that call.

Absolutely disgusting attitude from everyone except Sabelo. A person like Zanele shouldn't even be working in customer service if she's going to argue with customers and literally tell them that they're "not making sense" and that they "just don't want to pay". If sales people aren't supposed to change packages or do cancellations, then why are they still doing it?