Angry because a 83 year old could not renew contract because she could not hear or understand the verifying questions.

My mum 83 wanted to upgrade her phone/contract today. In the shop she had to verify that it was her and had to answer some questions over the phone. She said that she could not understand the person, she couldn't hear what the person was asking, it was so noisy in the mall - there is no quiet spot provided where she could hear what the person was saying - the person was speaking English, spoke so fast and unclear - she asked if someone could help her in Afrikaans and to speak louder and slower- so she got an answer wrong and was not allowed to upgrade. She was so rattled and shamed by this experience she cried the all the way back home. She is always on time paying her phone she is a good client. Why in the year 2020 with all our technology is there no other way to assist your senior clients where they feel comfortable to answer the questions etc. Video call could work or the shop assistant can help translate and make sure they hear the question correctly. Our seniors are death, are old, not fast, need help and assistance. Her contract is not so big to make you rich but it is after all a contract and a client. She stays alone on the farm with no contract because you blocked her, just because she could not hear the question I feel angry and disappointed. I think you owe her an apology. Not to sure if she wants to renew her contract ever again because she was insulted. She says if she did not pay on time or was a bad client she can understand that but to feel like a grade R kid who failed an exam is humiliating. Old people are humans too.