Telkom (Clearwater Mall) - poor customer service

I want to change my mother's contract to deduct from my account instead of her bank account. She is based in East London and I am based in Johannesburg and I went to both Telkom in Clearwater mall to request the change but they are saying we should both be in the same store to do the change. How is that going to happen when we are in different provinces? My mother get sassa grant and they don't get paid the same day sometimes when telkom deduct there are insufficient funds and then telkom add addition fees to her installment because of the failed debit order. When my mother was here in Joburg we went to telkom to change the banking details (twice) the banking details were loaded and we were told they could not be activated because the system is down. It's a matter of activating my banking details but we get sent from pillar to post. I asked the lady who was assisting me what is the way forward because my mother is in another province she called the manager and the both said they don't know. What kind of nonsense is that? Please sort this out the banking details are already on your system you need to contact my mother and I and activate the banking details. I'm sure this does not require matric.The guy that opened the account for my mother said I need to come with my bank statement to the store the the banking details will be updated now I am hearing different stories from different people without telling us what is a way forward. Even the store manager doesn't know anything but they still refused to contact the head office and enquire, what a shame and poor customer service. Sort this out urgently butch of useless people😩😩😩