UNHAPPY CUSTOMER

My mom bought a TV in December 2018 at Lewis Store Krugersdorp Branch 535. When the TV was delivered it was not in a box, as they said it was the last 1,they had to take it from the warehouse, my mom understood. 12 months down the line, the TV had a line across it, She went to the store to report because she insured it. She was told to go make an affidavit, she did. She was told to go make a quotation, a guy by the name of Kamogelo, my mom refused and said the store should be the one's doing that. In February 2020, she was called that she should make another affidavit, she did so. When she got to the store to submit to the affidavit, she was given the insurance claim form and was told to sign as it goes together with the affidavit, she did so. End of May 2020 she receives a call that the insurance had settled the remaining balance, she then asks the guy that how do you settle the account because I did not ask for that, the responds and says that she should go buy another TV at the store. We then went to the store to ask, they tell us that there's nothing they can do because my mom signed. My mom then tells them that she signed because they said that the form goes together with the affidavits. I then asked to see the form and affidavits. We see that the lady that asked my mom to signed filled in the form and ticked that the account should be settled, instead of replacement of goods and they attached a quotation stating that the TV has been checked (they didn't even bother coming to check) and the cause is "Power Surge". I then called their head office, insurance department, I spoke to a lady called Almaz, explained everything, she says that the store reported that the TV was bumped we tell her that it's not true, it seems like what they reported was different to what the forms says, she said she would speak to her boss and get back to us. She did not. I called the complaints department and explained they said they'll get back to me, I'm still waiting. We went back to the store, I called head office while I'm at the store, and asked to speak to Almaz, I then give kamogelo the phone, because he said that the Regional manager (John Abrahams) said that they should ask head office to change the settling of the account to replacing the goods, they say that they called us which they did not, to explain that the boss said they can't and the Regional Manager should see what he does about the matter. The Branch Manager (Charmaine) then calls the Regional Manager (John Abrahams) who says that there's nothing he can do, as he is New in the Area and also that The Branch Manager (Charmaine) should leave the matter because she's also new in the store. So now we don't know what to do because the store has gained and we are sitting with a TV that we have been paying but the 535 branch is *********** and it seems that they are robbing pensioners. Please help