Bad service to an older person

I was a at jet store in mankweng and it broke my heart to see how they treat people. They was an old man who need to call jet customer service but his problem he doesn't know English and the lady who was helping him they is nothing I can help you with because you don't know English and the who work at customer service only speak English so he can't get help. My concern is she could have translated for the old man instead of saying they is no way I can help you.