Bad services from PEP SYMPHONY WALK MP CPT

My family member is in hospital and has o way of communication or anything. I am situated in Johannesburg and the person in cape town. I then called the closest pep which is symphony walk town center and spoke with the cellphone department a lady called Berniece or berleniece answered I then asked if she has this certain phone in stock she said yes there is 1 left and i asked if she can keep it. I then called back after sometime asking wat is needed she said ID and proof of residency. I then got a neighbor of ours in cpt to go. He had his temp ID and because of COVID everything has been delayed and he only had the last proof of res for Dec. Even with just that they refused to assist with a temp ID when will these companies realize that everything is delayed due to covid. I've asked her which I am fully aware is not in her job description to get a few items and if the person can just pay and collect instead the I got cut off the phone but she had the list thou. She sent my poor neighbor back with absolutely nothing I cant believe how ugly people can be at times I would have done it myself ifbi could but humanity can take you places. Also I work for lawyers we are also fully aware of Fica issues why is PEP not aware and since when do temporary ID not work then why are government asking us to get it pathetic honestly.