Bad service from agent and team leaders

My 73 years old mum called vodacom when she lost her phone, they blocked her number and advised her to call back once she has done a Sim swap to unblock the number. She called today and they are telling her that they can't help her because it's a contract. She asked how can they not help Where's they are the one who blocked her Sim card. She spoke to Nicole who arrogantly said she can't help. I told my mum to ask for a manager, she said manager won't help her but she held the line for him. His name is Keegan he came and spoke for a minute as if he us helping then muted the call as I write this she is still on mute for 45 minutes and then they ended the call. My mum is 73 years old for heaven sake. How are we supposed to be in touch with her if we are far from home??? My number is *** my mum was using my phone to call them.