Disappointed with Telkom

I am very disappointed with telkom. My mum was told that her telephone line would be cut cause they were moving over to wireless landlines. so my mum went to telkom to move the line to wireless. she was previously on prepaid and never had to pay a subscription. Now ever since she moved over to the wireless her line is always blocked. when i called telkom to find out why her line was blocked it was discovered that her line has a R90 subscription and this was never mentioned to her when she moved over to the new wireless phones and so every time she loads airtime she gets charged for that. she never had to pay a subscription before so why is she paying one and why is her line being blocked all the time. the landline number is ***. she can not afford to be paying R1080 yearly for subscription. I need an explanation of why she was never given this information before moving her over to wireless and what will be done about this going forward