No joy from Telkom but they deduct money monthly

We have been struggling since December 2017 to get my mothers land line and Internet relocated from Freestate province adress to Northern Cape adress without any success. One phone call to another and no service delivery or line instalation. They do deduct money every month from the bank account and if you querry this they log disputes and tell you it will be allocated to a credit but will only be refundable once the new line is active, we call 2 to 3 times per week with no joy. If you call the call centre its the same empty promisses every time