Package Change without consultation

Good day

My Parents received an SMS from Telkom on 1 July 2019 stating that their landline would be changed to the SmartVoice 100 package. I then placed a call to Telkom and spoke to a very helpful gentleman who advised that no change would be made before confirmation had been made with the client. Until today, there has been no contact with my Parents regarding this change over. This morning, my Parents received a message from Telkom again thanking them for their selection and that their package would be changed. Unfortunately, they have not made a selection and the change was made without their consent. I do understand that the old packages are being made redundant and that the package change is necessary but it was made clear that no change would be made without consent.

I called the call center this morning to get clarification on the situation and was assisted by a call center consultant who advised I call her Sam. During the conversation, Sam stated that Telkom would not have called to discuss options - which directly contradicts what I was told on 2 July 2019. I also understand that the selected package is based on partly on the obsolete package that my Parents currently have and their monthly spend. Sam then advised that my Parents would be SAVING on the new package which they will NOT be doing as the new package will cost them MORE than what they currently pay. Sam then chose to disagree with my statement and when I attempted to correct her she interrupted me AGAIN stating that I should let her speak. Since Sam asked for no details regarding my Parent's account, I am completely astounded that she could argue with me as she had absolutely NO information to base her argument on. I was then forced to tell her how rude she was being and terminate the call. I have since attempted to contact the call center again and no one will answer the line. I have also sent an email to the email address given on the 10213 number (***) which was not delivered due to the mail box being FULL!

I would like clarification on why the message states that my Parents SELECTED an option which they have not done and why - without any background - the consultant refused to listen to me and demanded that I listen to her.