No value for customers

My handbag was recently ****** and I lost all my cards and my gran's bank card and jet card. I had them with because she had asked me to pay a jet account on her behalf. I went to the store the following day to report her card ****** and had it cancelled. And when I went with her to request a new one, that's when the issue started. "Because gran was initially a sales house account holder, getting a jet account card is an issue" BUT ALL THIS TIME SHE HAD A JET CARD. Gran and I were sent back home thrice with no avail, first I had to use my own airtime to call customer service inside a jet store because the store was still new and didnt have phones. Second the call centre agent advised that the account gets closed transferred to a new account which would take up 48 hours, and we went back to the store after 48 hours but nothing was done to the account. The store manager called the call centre and pleaded with them to speed up the process and we are still waiting. My grandmother has been a customer for over a decade and she has not been treated like a loyal customer. She has been toyed around with and it is unacceptable!! She is old and can barely walk, yet she has made the effort to go to the store three times in one week but wasn't assisted! WHY?!!!!!