Bad Service they do not care.Daylight reoberry

Vodacom called me for an upgrade on my contract me regarding an upgrade. I decided to upgrade my mother's phone which was used by my son who passed away. The phone was delivered and the device worked for about 10 days then it wanted a PIN code which was never set on the phone. The customer care lady gave us the sim PIN and puk code but we explained the challenge is not the sim PIN is the phone pin The lady advised that my mother should go to Vodastore. For my mother to go to a vodastore is 60 rands and she indeed went after receiving her grant. When she arrived at the store in Jubilee Mall they said for them to assist they needed R250 and she told them she did not have it they said she must take the phone back where she bought it. My mother explained that it was her daughter that bought the phone online and they said we must call the online people to take back the phone. I called Vodacom Care again this morning 06—0-2024 The consultant spoke to the after-sales department and they said they won't take the phone back as 14 days have lapsed. I tried to explain that the 14 days lapsed because my mother was waiting for her pension fund to be able to go to the store The lady said I can lodge a complaint that won't help as this is the procedure] I said I would complain with the ombudsmen and the lady said I should go ahead procedure is a procedure. 5-CT1BP4PXH Wheni tried to lodge a complaint with Ombuds they need a complaint number for me to proceed, kindly provide with a complaints reference number and the resolution that I can forward.