Bad service

My mom bought a phone in September 2020 at Truworths in Mall of Africa and gave it to my cousin , the speaker of the phone is not working and my mom is in Colesberg and there's no Truworths store there , we have been calling and been sent to pillar to post and she's so old and she's not in JHB , and this is a struggle cause am asssisiting her and she's not even in the province