Really terrible customer service and no resolution

A contract was semi "forced" on my mother and she then ended up paying almost triple the amount that had been discussed. On enquiry there is another excuse every time and no one is willing to contact us and we were provided with an address (which is not an e-mail address retentions.cancellations.crd.prod.vodacom.co.za) to send an e-mail to that is not working. Can we please get this nonsense resolved as soon as possible and have a contract stopped that was never really required from the start, the initial request was to move to a full prepaid service from a lapsed contract that was running month to month. ***. You are welcome to pull all the calls form the following number *** as i have called multiple times in December to get some answers but all I get left with is frustration. The account holder has authorized myself to discuss on her behalf as she is not available until the start of Jan 2021 again, therefore I have been the one calling, we tried resolving this matter when I was with her, but we kept hitting dead ends only.