Can't cancel a plan I never ordered

Telkom does not ever assist when we phone the call center. It's always system is down or " I will escalate to back office" or "supervisor will call you tomorrow"..... None of which ever happens. They magically decided to change my mother in laws plan to one that is triple the price after many failed attempts since 3rd July to get them to chamge it back. No order was ever given to change it in the first place. Don't know how to go forward with this. No response on Facebook, none on messenger, I'm stuc****!! PS I hate telkom