Emirates Ari Lines USELESS!!!!

Trying to change a canceled flight for my mother using Emirates flight management on-line but it does not find the original booking reference number. Says "There are no active segments in your booking at this time. Please contact Emirates for assistance." Have tried multiple times over multiple days on multiple numbers (***and ***), stayed on hold for about 4hrs total and no-one ever answered. Even went to Emirates office at OR Tambo to try and resolve to move the booking, the only fool that was there told me to call the call center on the same numbers we have been trying for days. Emirates what a JOKE of an airline!!!