Inhumane service delivery

The absolute worst I have ever experienced. An upgrade was just done with no device and no one knows who gave consent. The elderly lady was in hospital at the time undergoing chemo and was not always aware of her surroundings. so if she gave consent unaware then you could hear this person is not in a good place but still you go ahead to make a sale. Even if that is the case why dont they want to play the recording of the telephone call because then all of the parties will know how to go ahead with this matter. If she did say yes under those circumsrances we want it reversed and there will be a doctors written proof of her state she was in . she is a cancer patient and we are in the middle of an pandemic but they want her to sit in a vodacom shop. we sent all the mails and documents where she grants me power to go ahead because of her illness so then i can go sit there and get this resolved but still the have not phoned me for two weeks and we sent about 10 mails and each time I phone they cant help me even though I gave the ref nr of the mail where I must take this further.