Robbing the elderly

Really bad service today Vodacom. An Elderly couple being charged for a sim card and a phone that was never delivered? Also, the client in question specifically told Vodacom Consultants to please contact him on his wife's phone number (as he no longer has the sim card because he was hijacked and had his phone taken)and he wanted to downgrade his contract to an affordable amount. No phone call was made to his wife's number and the original contract fees have been charged already. How can you charge people for a sim card and phone that has not been delivered and a service that is not being used???? That is **************** and ofcourse, the call center cannot deal with this level and you are just making these people stress more.