Misleading Service and information

Good Day. my parents are over 70 years old, don't really understand a lot when it comes to new technology. They had a pre-paid service for several years. Telkom contacted them about the wired package.However they weren't interested and they didn't really understand the concept.They complained that telkom started harassing them about it. I however went to telkom to asked whats happening. They explain to me the situation and I on my part asked them since my parents already paid for yearly service will it be carried over and they assured me it will. I convince my parents to take the service and I gave them my word nothing will change. To my utter disgust...their line gets suspended.. I called Telkom and they say that my parents who paid their yearly fee on 29-01-2109 was used for airtime...So I explained to Manager the following. We paid our yearly service fee in January, weekly we would load R20 prepaid to use. WE got messages to say we must make use of Telkom wired service by end of February before our line get cut. I phoned for the wired service and end of February we got our device in March it was activated. Telkom I want to know what happen to parents yearly service money that was suppose to be carried over to the new service, it took me a month to get helped. Numerous calls to your 10210 no, no one can assist, I had to finally go to a branch which informed me they can't check or give me proof the money was use as airtime instead of their yearly service...if that is a fact why did I had to load R20 airtime weekly from 29/01/2019, to make outgoing calls if I had a balance of R210. I demand a record showing me that the old prepaid service account used R210 on out going calls and not my yearly subscription which is due every end of January... My parents are old and sick and have been without a phone for almost a month. You expect them to pay again for service fee...or they must by a sim card and get a new no and all their family which are all over this country must be contacted. You have violated their rights with incorrect info,promises that clearly didn't materialized and now your sales people are fishing for reasons which don't exist so that you can benefit. Shame on you, I convinced my elderly parents this was the best option based on your information and we are the ones that are the losers