I have a feeling there is alot more to the story, or well two sides to it as always.
Happy to ask the right folk to have a look into what transpired. We do have what i'd class as a very senior friendly device, that would have been ideal in this case.
I have no idea what transpired when my father purchased the S20 phone so you could very well be correct.
I agree - Simple button phones are the solution and that is what I would have suggested for him.
However, I also support a 95 year old retired JP who also needed a new flip phone and I suggested various simple button phones for him to choose from.
He went shopping on his own only to come home with a Samsung Smart Phone after it was recommended by the sales person instead!
I have spent many hours trying to teach him how to operate it but he just cannot grasp the way Android phones work and has the same issues with answering calls and cannot send text messages.
I also help a slightly disabled person that needed a smart phone to check address locations for his package handling job. He too struggled for many days before he could remember to slide the answer button on his Samsung phone to answer calls.
Seem to be an issue I can't get away from :)