84 year old woman left stranded without telephonic contact for 10 days.

I am writing on behalf of an aged neighbour. Her name is Caral Pharo. She is 84 years old. She cares for a disabled son and her sick brother. About 4 months ago Caral approached a Telkom branch in Kenilworth Centre and requested that her landline be disconnected and replaced with the R199 cellphone contract. When she went to collect her phone, she was advised that the Huawei phone was not in stock. She went a couple of days later to see if the phone was in stock and was told that the R199 deal was no longer valid. They offered her a Samsung on the R299 freeme contract deal. She asked that her current sim card number *** be maintained. She was told that as she had no fingerprints left on her fingers, she would have to wait 10 days re ***** check. This meant that Caral was without telephonic contact for 10 days. The ***** check revealed that she had a clean record. Two weeks ago, she was advised that her sim became faulty due to loadshedding. She was advised that she needs a new sim card and that a ***** check was again required as she has no fingerprints. The previous ***** check was no longer valid as it was older than 3 months. Caral advised them that she cannot be without telephonic contact for 10 days. She was given a temporary sim card *** on 12 December 2019. She dealt with Wade and Quassiem. She was told by Quassiem that he cannot assist her adequately as the information is on Wade's computer. At present Caral is having to buy unnecessary airtime for the temporary sim card. To-date, her complaint is still not resolved. Her friends do not know the new number that she has. This makes her feel very defenseless and helpless. She is being given the runaround by staff who may be too lazy to solve an old and very vulnerable woman's problem. Telkom, this is not the way to treat old people. Also, there must also be way to resolve the matter of those who have no fingerprints - many old people have no fingerprints. They cannot be made to feel like *********. Caral's driver's license states that she has no fingerprints. Please resolve Caral's problem TODAY and reimburse her for the unnecessary airtime that she purchased. Regards ..... SHARON MCKENZIE