DISGUSTING CUSTOMER SERVICE

My mother cancelled her contract in August 2019. Because she is 90 and doesn't live with us it was not simple however we submitted the cancellation letter and I checked again with a very helpful Vodacom Manager at Watercrest mall. He confirmed that the cancellation had been received and actioned. 6 months down the line we find debit orders still going off her account. I call the Manager at Vodacom Watercrest and he informs me that the person capturing the cancellation did not complete the transaction and that we were due the monies back and to contact Cancellations. Because you cannot do any of this on behalf of someone else, I contacted the Executive Client Liaison Edlin Naidoo who had assisted me with my mother's contract cancellation. She could not have been more dismissive and unhelpful and told me to phone Cancellations. Question: why must I redo all this via a call centre with a conference call involving my 90 yr old mother when they have all the documentation already and simply need to complete the transaction and refund the money?? It would have taken this 'hot shot' 'executive' 10 minutes to rectify this but we haven't received an apology let alone any help rectifying THEIR ***** UP!!!