Waya Waya Issue

My Gran was given one of the new mobile waya waya phone handsets. Within a couple of months of receiving this unit she started having difficulty with reception on the line, people trying to call her and being cut off, etc. We asked for handset to be tested and were told all was fine. But the issues with the phone continued. Now months later she cannot make or receive calls at all anymore. We went to a local store and they wrote her details down promising to put her on waiting list because phone handset is out of stock. We went back today and were told same thing again! Her details were scribbled down again on a s**** piece of paper with a promise to add her to list. Meanwhile our one year warranty may already be gone while we wait for it to be reported properly. So now we are told my government pensioner Gran must pay R400 for the replacement. Unacceptable!