Not treating customers correct

My mother went to makro store to upgrade contract on 01/08/20 could not upgrade was told that they will log a query with vodacom. Phoned her on 04/08/20 and said she can come in and sign and collect phone, on 06/08/20 she went to the store and to be told that vodacom does not allow new finance feals at makro anymore, what the hell we can upgrade where we want to after more than 10 years of being a loyal customer we get this type of treatment without even being notified that they no longer accept new conyracts from makro.

Can someone please explain what is going on.