Telkom can't even answer their own phones

They automatically upgraded my 89 year old mother to Smartvoice unlimited package of R599 instead of asking her permission or even notifying us. I have been trying since 27 August to get hold of them and I get pushed around from one number to the next. Today they tell me because of their high call volumes they were unable to put me through to the right department. They ignore my emails to ***. no wonder they are loosing customers to cellphones. I will not pay for the automatic upgrade, as no one gave them permission.