No humanity from TELKOM

Worst customer experience ever received. I am working in Limpopo and i called Telkom's 10210 line about 5 times to ask them to help my aunt get a new cord for her landline phone the cord from her phone to the receiver is faulty, my aunt lives alone in Port Elizabeth, she is 82 years of age and she is blind, but they refuse to send a technician to go and replace the cord. The landline phone is the only communication device she has and whenever i call her to find out how she is doing we can only speak for a few seconds then she has to move the cord up and down left and right to be able to hear me again and sometimes she can't get to hear me again. All we are asking is that a technician go and replace the cord for her, NOW REALLY TELKOM IS THAT TO MUCH TO ASK!!!!!!!!!!!!! The second last lady I spoke to was very helpful, unfortunately I didn't get her name and she took my aunts address and phone number and said she will request a technician to go and solve the problem, but she said she would SMS me a reference number and call me when the technician is on his way so that i can call my aunt to tell her, but she didn't.