Horrible Telekom

I am really frustrated. My 69 year old mother’s phone has not been working for 2 weeks. We have gone to the office three time. I have called the call center twice. First time I was told the issue had been escalated. Second time I was told they have no idea how long it will take. The call center lady said that I just had to wait. How horrible! I asked for a number which I could call and they said this is as high as it gets. So I was just told to wait? Is this how Telekom treats customers and senior citizens who depend on them for communication? Perhaps it’s time to move to another service provider