Complaint about useless Telkom

My mother is a Telkom customer for a very very long time. She is 96 years old. Her home phone is not working since the beginning of September and she reported it several times, to no avail. In the middle of September she suffered a stroke and was unable to make any calls. I phoned Telkom on her behalf, but the company is not responding at all. They told me a hands free phone, together with a modem was delivered to her and the land line was changed, but although the modem was received, she did not receive the hands free phone. Telkom said that the landline was already changed to the hands free phone, which is in all reality then *****. She is completely dependent on the Telkom line.