Horrible Customer service

Today marks THREE WEEKS since my mother's cellphone has stopped receiving phone calls. She has a contract with Foschini One2One and receives airtime monthly. I have been calling this ridiculous call center throughout the three weeks and on all those occasions, I have not held for less than 10 minutes. I keep being told that they are receiving higher than expected call volumes, each and every flipping day. I have sent countless emails and this morning I receive a very stupid reply telling me that the email address I used to communicate with them is not listed on my mother's account,mind you my mother has no email address linked to her account. So instead of investigating and resolving the issue, they tell me about a whole lot of ******* red tape. This is the worst service ever!!!!!!!!!!!!!!!