NO REAL ASSISTANCE

My mother has Alzheimer's and cannot have a conversation anymore. I have to make changes and arrangements with regards to her contract and phone repair, but no one will assist me because they cannot speak to her. she cannot confirm her details because she doesn't know it and when I assist het the consultant tells me I'm not allowed to assist. my mother number has been on contract for 25 years and this is how she gets treated !!!!! Now she is siting with a phone which stopped working within +- 20 days after she got it , the repair department charges R2600 for a new phone!!! this is so frustrating because no one is of real assistance. I cant even cancel the contract because she cannot communicate with them !!!