Staff incompentance now client must pay

I am totally and utterly disgusted in the service my cousin received from Telkom store bedfordview. She went in to cancel her contract (due to financial reasons). A few days later she received a msg that she needs to pay R500 on the contract. She went to the store and a gentleman advised her that Olga who assisted her didn't process the cancellation correctly(she didn't attach the docs or something like that). This is such a huge inconvenience. She doesn't have the money to pay and that is the reason for cancelling the contract in the first place. She had to go back to the store several times without getting any real help or answers from Olga. Olga then had the nerve to still be rude to her. As a family we will tarnish the Telkom brand, our whole family will log complaints on HP every 5 days until this is sorted out. Over and above that she had to pay bank charges to have the money reversed into her account. She did her part and did what she had to cancel the contract. Please make sure your customer service staff is trained and competent to deal with the public. This is allot of money to waist because someone didn't do their jobs correct.