Pensioner cheated due to bad staff

My grandmother is a loyal Telkom mix customer, and never miss a payment, but has been missing out on the benefits they pay for due to the *********** staff at the Telkom Langeberg mall store in Mosselbay.<br> The have been due for an upgrade 9 months ago. After receiving an sms, they went through the trouble to go to the store to find out what to do. The first time the female consultant, tried to get them on a much, much more expensive package, which they as pensioners cannot afford. They went back again for a second time to get assistance from the lady who previously helped them. The help they got was shocking. The lady just asked them if they are happy with their cell phone, at that time a 2 year old blackberry, with problematic buttons. With not much knowledge of what they could be offered, they said yes.The Big issue is, they never bothered to assess their needs, which now resulted in the following. They still have a blackberry, which gives problems with the buttons. They do a lot of work for the church, as well as the finances. Every time they get an e-mail, they need to get a piece of paper and write it down. My full complaint available on e-mail