Terrible service at Telkom Store ,Highveld Mall , Emahlaleni

I am writing this on behalf of my mum who received terrible service from the Telkom store based in Highveld mall ,Emahlaleni. She wanted to cancel her landline as she had no use for it anymore .One of her friends told her they had done it a few weeks back. They adviced her to go with her id document to the store in the highveld mall and cancel it there . She went there on the 18th of June and told one of the consultants to cancel her landline. The consultant told her to first settle the outstanding amount which she did at the pep store nearby . She then brought the proof of payment back to the consultant. The next month she was shocked to receive another bill from Telkom as she had indicated her intention to cancel . When she went back to the office to query this , they turned her away literally at the door saying Telkom will call her . Now the outstanding amount is over R1500! Is this fair on her ??? She is being harassed by calls almost daily from Telkom agents to pay up . What is up with the service there ? Why was her friend able to cancel it and my mum given this treatment ? Is it because they only assist people when they feel like it or decide who they want to assist? The level of consistency is clearly not there . I have adviced her to attempt to cancel it via the call centre now because gone are the days Telkom stores can be trusted with instructions received in person. I am using the word attempt because I hope this will also not be a painful and futile exercise.We will then take this matter up with ICASA. I hope other customers especially pensioners are not being treated like this by Telkom Highveld Mall. I recall also once when I walked in there , the floors were so dirty and the one guy who was sitting there playing on his phone did not even look up. Is this not embarrassing for the brand ? Don't stores have to adhere to certain standards ?? Do better please . Try and avoid this store and rather go to another one in order not to be traumatized. Also rather have a digital trail or call recording for cancelling contracts.This store is an perfect example of broken trust and unwillingness to assist @Telkom ,is it ok to harass people for money and add more penalties because of your *********** staff . Please wait to hear from ICASA .