Daylight theft? Upgrade loaded as new contract.

My mother-in-law upgraded her contract online but a new contract and number has been added to her account instead. On receiving the first invoice which indicates the error, we have been trying to correct this but after four visits to vodahops and five calls to the after-sales line (***), I finally seem to have it escalated! The Consumer Protection Act clearly states that consumers have recourse against errors not made by them. Two months prior I used the same procedure online to upgrade my own phone and had no trouble. Are senior citizens being targeted because they are unlikely to persist with the ridiculous effort required to rectify an obvious error? Apparently someone will call within 48 hours. What do we do if not? The rights of the consumer are being violated here - it should not be necessary to go legal to rectify a Vodacom error!