Bad service

I am writing this on behalf of a friend of mine. She recently took out a contract for a new phone with Vodacom. A week or two later, she went into the shop to ask for assistance with deleting something from her device that she no longer needed. She was told that she would be charged for this! Is this company policy? She is a pensioner and has been with Vodacom for approximately 12 years. She also did not receive a copy of the contract. This is totally unacceptable.