mistreatment of elderly customer at Game store jubilee Mall

Game is refusing to give my granny her parcels back. My granny has just been charged R50 to retrieve her parcels from the counter at the Game store Jubilee Mall. She doesn't have it and they're refusing with her items even though the camera shows they belong to her. Its the middle of the month she doesn't have a R50 to spare but they're refusing her parcels. Is this how game treats its elderly customers?