Elder abuse at Scottburgh Mall Telkom!!

Re Telkom shop at Scottburgh Mall. My 77 year old Mother visited this shop on 25/2/25 to purchase a new home phone. She informed them that it was needed for her cottage in Umdoni Village and it would have been clear that she has no technical knowledge of phones. The phone they sold her was R1,000.50. As soon as she got home, she discovered that the phone is not compatible with the Umdoni phone system and she went straight back to the shop, with the phone still in the box and the receipt in hand. The manager of the store at that time, "Monsoo", refused to issue a refund and my Mother left the store in tears. She went back again the next day and Monsoo again refused a refund, even after phoning an Umdoni employee who explained that the phone would never work in Umdoni. My Mother ended up in tears again at the treatment she received. Traumatized, my Mother gave up. I am now visiting from America and my sister is here from Australia so we went to the shop yesterday to attempt to resolve this matter on behalf of our Mother. We were treated very poorly by the new manager, Mangaliso Nzengu, who in the end, also refused to issue a refund. He first made us wait an hour while he tried to get hold of Mansoo, who no longer works for Telkom, and then even after she confirmed our account that our Mother had returned the same day she purchased the phone AND the next day, he made us wait another hour while he tried to get hold of his manager. Finally he said that his manager said no refund, but he refused to give us the name of his manager. In the meantime, my Mother had a Telkom technician come to her cottage and he installed a R300 phone that is all that she needs. So 1) the shop UPSOLD an elderly lady an incompatible phone and 2) they did not honor the standard practice of ALL other businesses of issuing a refund for an unused item returned promptly with the receipt. Mangaliso stated that Mansoo should have given the refund, but now it's too late (even though it has only been 3 weeks) and since Mansoo no longer works for Telkom, there is nothing he can do about the fact that she did the wrong thing. I have never heard anything so ludicrous in my life. I was very pleased to hear today that Umdoni is considering moving away from Telkom onto a new system so Telkom will lose hundreds of customers. We will be wholeheartedly supporting this initiative.