Account acquiring charges, yet the phone has been out of service for MONTHS!

In June 2016 (If I am not mistaken) we had collected a new "WIRELESS" landline telephone from Telkom in Vaal Mall after the cables to my grandmother's house was ******. The issues with this device actually started before we have even gotten it! The shop assistant insisted that we pay R 499 before handing the device to us. We all lost our tempers, seeing as the technician who had informed us that the lines would not be replaced, had also told us that we should be getting this device without any charges to the account!

Since receiving the device, we have had problems with poor reception, the battery barely lasted a day from the beginning, the device would just randomly ring without any reason or would not ring when it should, etc..........

Around May this year, the device stopped switching on. I have tried numerous times to report the device as broken, but to no avail! My grandmother thus had stopped paying her account, seeing as Telkom had not delivered any service since the device had broken...

In September her son in law received a notice from debt collectors for just under R 1 000, 00. My grandmother paid this amount to prevent legal action. When I tried to report the device as broken once again, I was told that her account was suspended due to non-payment. I also became aware that the account was still acquiring charges, whilst being suspended!

I WANT TELKOM TO EITHER CANCEL HER ACCOUNT (AND preferably refund the amount that she had paid since the phone had stopped working) or REPLACE HER PHONE AND CREDIT THE CHARGES TO HER FUTURE ACCOUNTS!