Line down for two weeks and no help

my mother who is a pensioner has not had a phone for two weeks, The phone has been reported but all you get is a reference number. You cannot report it a second time - you just get a reference number and get told to wait. We have tried SMS, online and in-store. You just have to wait. It's been two weeks. My mom lives alone and needs her phone to contact people in emergencies. She is a bit clueless on a cell phone. Surely Telkom can prioritise for pensioners. Really this is just not good enough. Cute advertising is just not the whole deal. Come on Telkom.