UNACCEPTABLE EMPLOYEE

My gran went to Vodacom in Matlosana Mall to get her new Samsung S6. The lady who sold her the phone is Natassje. She did not assist my gran in any way to help her insert the sim card/to power on the phone & check that all is in order. When my gran tried her best to insert the sim at home, it got stuck in the tray. They went back the next day, to ask Natassje again to help her. She simply said that she can't help her to remove the sim. They sent the phone to Potch, with a reply that it needs to go to Advance Repair Centre. They told my gran that she will receive a quote & that she needs to pay for the repairs before they can fix her phone. UNACCEPTABLE that my gran needs to pay if the fault lies with YOUR EMPLOYEE!! 2 days ago my gran contacted me saying that now she can't phone or sms or make any contact without WIFI. I asked her if she changed contracts, she said that she was interested in a top up contract & asked Natasjje to explain to her what it is, but my gran never confirmed to change contracts. Since my gran signed the contract, I truly feel that Natasjje mislead her. I can't believe this behaviour of a Vodacom employee! I feel this is taking advantage of someone elderly!!