bad service

I am a loyal customer and so is my family, in July this year 2015 I accompanied my mum to buy a cellphone at game and we bought a HIsense phone and the salesman advised us to take a cellphone insurance from Hollard where we were advised that my mum will pay R40 monthly and should she have any problem regarding the phone she will be assisted with no issues and we were never given any form of booklet regarding the Hollard insurance. Last month the phone gave my mum issues and when she went back to Game store in Gateway they said they can't assist her they no longer work with Hollard and they also requested for insurance booklet which they never gave , they than advised her to go to other Game stores for assistance ,she than went to the branch in Game city Durban and was still not assisted. Now she is being pushed from pillar to post and is stucked with a cellphone that is not working yet the R40 is being deducted monthly I'm not sure if Game stores is taking advantage because my mum is an old person if Game stores cannot help her than who will? Word of mouth is a very powerful marketing tool I would like my mum assisted with this as this is unfair treatment to a loyal customer