Elderley gets pushed around mercilessly without any assistance in COVID Hotspot

An elderley friend of ours is being maliciously pushed from pillar to post and is in some desperate need of assistance. His wife passed away and the contract was in her name. He would like to retain the contract however downgrade it to a more affordable option and move it over into his name. The store which he has been to made times says they cannot help him. He must contact the call center. The call centre says they cannot help him he must go to the store. He is 70 years of age and at high risk of contracting COVID however, this means nothing t the people at the call centre or in the store who will not assist him. The call centre agent won't let you speak to a superior and to date he cannot receive any assistance. Surely there is someone in your company who cares about customer service and assisting the elderly.