MTN Customer Non-Care

My 90 year old mom went in to the MTN Strand store for help to update her whatsapp. The person who helped her charged her R50 and when she requested a receipt she was given a random slip of paper which was clear indication that this was not an official transaction. I reported the matter to MTN on 21/01/2025 and received an auto-response with Reference number d6ce9166-c4b4-4d27-849a-eb***d. As I heard nothing from MTN I followed up on 27/01/2025 and received another auto-response with reference number fb8fdf7f-b14b-4bf9-b9e2-9b34ae6621f8 (1).

The store clerks are charging MTN customers for services that are supposed to be free of charge, sullying the name of MTN and it would appear MTN does not care about it's reputation or its customers.

Why have a customer care service if it does not care for the customer?