Jet Airways — incident at jet airways counter - frustrated customer

This is in regards to my mother's experience with jet ariways on feb 26th (9w 7007), completely ridiculous. She arrived to the airport, ready to check in 2 of her bags. When she weighted the bags at home, the weight was normal, but at the counter at the airport, it was 3kgs over. The lady at the counter told her that she was required to pay overweight fees, which she accepted. My mother gave her the credit card, and the lady said "sorry we cannot accept your card, cash only". (There was no sign, nothing indicating that credit cards aren't accepted, especially at a major airport, where credit cards are used on a daily - it was obvious that the lady was trying to pocket the money asking for "cash only"). My mom didn't have cash as she was leaving india and gave whatever indian currency she had to relatives before leaving. She asked if it would be possible to pay the money in mumbai as she didn't want to miss her flight. The lady said no. She called her brother to drop off 40, 000 rupees for the charges that the lady was asking. When my uncle arrived with the money, she said "sorry the flight already landed". Next, my mom asked to be put on the next flight (Sg 638-spicejet), and the lady said that airline only allows 1 bag and you have to pay 40, 000 for an extra bag put 20, 000 rupees for a new ticket. I just got off the phone with a jet airways rep, and he told me that this isn't the case, and that the lady had misinformed us. Because of this, my mom is now at the ahmedabad airport, missed all of her connecting flights and is left frustrated dealing with this whole ticket and baggaging issue. It has become obvious that the lady behind that counter was going to pocket that money, and had misinformed my mother about the tickets. I would like this issue resolved as soon as possible, as i will be taking legal action and will ensure that this case is looked into seriously. The jet airways staff are misleading customers (I have the conversations recorded as proof).
Please contact me at[protected] or [protected]@gmail.com