Bad Customer Service

My mother went to Vodacom at Umlazi Mega City because she had a problem with her Sim Card. The guy that assisted her, Thula, left her and just went to the loo, without even excusing himself. She didn't take notice of that, until she had a problem with her Bank Account and was asked to get a Letter from Vodacom stating that she went there to inform them about her Sim Card, that she wasn't receiving any notifications from the Bank. When she returned to the Vodacom shop, she explained as to what she wanted and that she needed it from that Thula guy since he had assisted her. While she was waiting for him he pointed out to the next guy to assist her but she waited for him. When she explained to him about her situation the guy just said he doesn't know how to write the Letter. My mother had to ask for the Manager because he was refusing to write it. The Manager came and spoke to him and he just walked away, the Manager even threaten to report him but he was still rude, mind you my mum is a Senior Citizen.