disappointing service

I have never in my life experience such disappointing service. my moms phone has been offline since the 12th of February, on the 13th of February we contacted the phone lines, to reconnect as the line was suspended. everyday we received a new INC, Then was told to go through to billing from billing, sales, from sales a technician. when finally reaching someone on the 6th day. we were told they were offline. bearing in mind im calling on behalf of a 82year old lady, who lives alone refuses to cancel the contract because she still sees it as the company it was was more than 20years ago. don't understand how people have just lost empathy, forgetting the need to service the other people at the end of the call. very, very disappointing service