Taking advantage of the elderly and blatant ***** actually

Taking advantage of pensioners is not acceptable. My mom has been on prepaid for as long as we remember. When she needed to change phones we went into a Vodacom store to get a sim swap. imagine the surprise when we were told that this couldn't be done as the number is on contract, imagine that! Where was this contract signed and by who? it smells of blatant ***** and taking advantage of the older folks.