pathetic service from pep in darra center kensington

Good day

I did not expect this from pep as my mom is an elderly women bought a cell phone in which one month the charging point was faulty, my mom returned the phone to PEP AT DARRA CENTER in kengsington, my mom told me one of the cashiers give cash back another said no. my mom is 65 years old and doctors and myself have been trying to get hold of her. they said she has to wait for a whole month without a phone where one of her kids is in hospital and need to get hold of her, could they not have given her a replacement while she waits as this is not her fault. I think it is just pathetic service.