Worst service ever

I went into the Telkom Pavillion store to try and upgrade put 2Mbps line to a 4Mbps line but the issue that I have is that our telephone bill is on my mother in laws name and she is old and too sickly to actually go into the store to sign for the contract so I had to place an online request via the telkom website. This was done in June and I waited for someone to contact me to finalise my order but nobody called so I proceeded to complain via the social media platform as I was unable to call them during the day from work. I complained on more than 2 occasions when finally I got called to verify my order. To my understanding the modem was supposed to come free with the 24 month package that signed on to. Sobi asked abput when would the modem come and how. I was told that someone would contact me when the modem was ready to make arrangements for delivery. Many days had passed and my line was upgraded but nobody called me regarding the modem delivery so I complained again via social media platform to which I still did not get a response. I left work early the one afternoon to come home to call regarding the modem. It took an hour and a half before my calendar was actually answered only to be told that the person that processed my order did not process the modem with the order. I was told I need to place a new order for the modem. Still thinking that the modem was free as it was part of the 24 month package I proceeded to order the modem. Order was processed and modem delivered. Now I get the latest bill and I am being charged R800 and something for a modem. Firstly service receiced from telkom was so pathetic and now I'm being charged for something that should have been free as per the package that I signed on for. Can someone please help me with this issue urgently? I now need to pay double the amount that I originally suppose to be paying.