TARGETING AND OLD ZULU SPEAKING LOYAL WOMAN AS A CUSTOMER THEN IGNORING HER COMPLAIN YET SHE IS PAYING EVERY MONTH

My mom bought a TV last year and it stoped working withing 2 months and she phoned them and they said they will come and take the TV .its been a year and half now and I have followed up with the complains and have ref no of #558324 and changed it to #607644 but still they are just ignoring her yet she is still paying and they still have the nerve to call her for new offers.i am realy disappointed as she speaks Zulu and she has to ask someone to unswer her phone and they keep promising her someone will get back to her and she cant watch the news to know what is happening around her as at her age that's the only thing she bought the tv for.