1.5 weeks without a working email

I've logged a call on 2 Dec to fix my mother's email address, again on 6 Dec, and yet again yesterday, 12 Dec. Every time I'm being told that I can't talk to a technician and they will call back - well, I'm still waiting! The call centre staff have absolutely no idea what they are doing - I was told the email address won't work unless I'm on a Telkom ISP... REALLY???!!!! The most pathetic "assistance" I've ever encountered. Yesterday the agent just simply didn't listen to a word I was saying - kept on asking the same question over and over again which I've answered very clearly, eventually asking why she doesn't listen when I speak. The supervisor was not much better either - absolutely pathetic! Nothing can be done to get a resolution apparently... well, we'll see about that!