BAD SERVICE!!!!!

My mother laybyed a TV in April 2021, Sansui 58" Russel Furniture Shop Biach acres Mall Tembisa. Last week when she was suppose to finish her laybye they told her that the TV is being faced out. While she did not receive any communication while still paying for the TV,they claimed that she was suppose to call them and they told her that she must top up her money so she can be able to get a Hisense TV. It`s bull**** service they blamed my mom for not communicating with them. My father went to the shop only to find out that the TV was in the BOX and my father has to use his AIRTIME to call the Kempton park branch and they told him that they need to transfer the money after 3 days refund is 21 days. Why was the customer not told that the TV was being faced out while still paying for the laybye.