Unfair treatment

My grandmother has an account with the store and claimed for a device as she has insurence but the replacement device was billed from her account as a new transaction she a senior citizen and a widow and this is not treating the customer fairly as per the consumer protection act When trying to call all the tfg stores at the mall even customer care the calls were unanswered I need to get to the bottom of this before we take this further because this is not the first time she is treated like this by the very same institution at the particular mall Her name is Mrs Busisiwe Joyce Msibi