Charging pensioner for unwanted subscriptions. Will not cancel.

Telkom has been overcharging my pensioner mother (account number:***) and, they are making the matter impossible for her to address. They tell her that she has a subscription added to her landline service since July. My other is over 70 years old and has no idea what a subscription is or how to get one. She basically just answers the phone. They tell her the only way to cancel it is for her to take out the SIM card from her landline, insert it in another phone and sms a cancellation request. She lives alone and doesn’t know how to remove the sim …and they presume that everyone has a spare phone. She was told there is no other method and they cannot provide any further assistance other than requesting an investigation into how the subscription was added. Pending the outcome of the investigation, she will continue to be charged a daily rate. It is up to her to follow to correct process for cancellation. I created a profile for her on the Telkom website and tried to cancel the subscription from my side but the system keeps failing. How did a subscription get taken out without her knowledge or consent? Where is the proof of her signing up for it and being identified as the true owner of the account? On top of it, her landline was down from 17 August to 2 September and was still charged for services during that period. There is no complaints email address for me to contact anyone directly about this matter. Telkom makes it impossible to contact them other than to sit on the line and wait for a call center agent and then deal with stupidity. The way Telkom treats its senior customers and adds services to their accounts without consent is a matter for ICASA to deal with. This isn’t the first time we’ve dealt with an issue like this. Last time it was data bundles being purchased from her landline, which once again, he has no idea how to do. And no one has access to her phone. Disgraceful. Only a cancellation and refund by Telkom is an acceptable solution.