Poor Poor Service TAL

I've bought a phone for my mom, set up Whatsapp and her Facebook (she is 71 and won't be able to do it herself). She didn't use the phone, too big and chunky (she doesn't do well with change). I've rquested a return. The return was collected from my mom. Takealot now claims the cable and charger are not in the box (she has a signed note from the driver who collected the phone that everything was there), and my return request has been denied. This happened on the 15th. To date, I haven't received an update as to when the phone will be returned to me or the next steps.