Rapido auto - Harrasment

I booked rapido for my ** yr old mother from narhe to pimple saudagar pune
Rapido auto driver charged her extra and when she asked why then he shouted at her you don't know anything then why are you travelling h e was speaking very rude to my mother raised voice even my mother cried
When i asked to customer care that auto driver said the customer told to take different route
Even she new here in Pune how can she tell him which route need to take