Incompentent company

Telkom is the worst company ever to business with. NO COMMUNICATION. My elderly mother have a hearing problem and ask me to help her to apply for fibre at her home. She send an email(after I phoned Telkom and they said I must) giving me power of attorney to phone on her behalf (as she can not hear). They now said she must go into an Telkom shop to sign the forms. She is 80 and not able to go. What part dont they understand??? Now, we can not phone them, only communicate via email. They only reply after 3 or 4 days. They dont read the emails properly and is just not interested to assist.