TAKING ADVANATAGE OF OLD CITIZENS!!!

I have been trying to get my mother's account sorted with these guys, they never reply to emails or WhatsApp messages. My mother was misled during the sales process, she was convinced to pick certain products and was promised to get coupons and none of this has happened when they give her a call after I had left thousand emails, they still cannot give a clear explanation for what she is exactly paying for and what benefits are there and how they work.