Really a Waste of Time

I have been calling the 10210 call centre for 4 days to be connected to the Activations Centre [as they are unable to assist], but to no avail. Waiting for 10 mins is unacceptable. This morning, after waiting exactly 15 mins and 31 secs, finally a human being answered with a 'telkom mobile'. How difficult is it to transfers calls to the right department? My pensioner mother is being charged for CallerID and CallCatcher, BUT THIS HAS NOT BEEN ACTIVATED YET. How can they charge her for a service not activated? Surely when you request a service, it should automatically activated? Also, how does one get it activated if you cannot get through to the Activations number?