Bad service

These people has promises to refund my mother since the 25 saying it will only take 72 hours. Now their 72hours is two full week. My mother is a grown up and does not deserve this. She must load loads and loads of airtime to keep calling them. The fact that shes old means she does not even have the energy to deal with all this. Or is it the fact why they are not paying her. Aowa this is too much.