NO RESPONSE TO FAULT REPORT

This is the 3rd or 4th time in one year that my mom's phone has gone on the blink. When Telkom eventually decide to come out - they apparently fix the problem, but here we sit again!!! They tell her its the device, we spend money on new phones, and what - same problem 5 months later. My mom and dad are in their late 70's and are dependant on telephone for communication. I reported this fault on 12 July 2015 and we have received no response or service from Telkom. Fault no. 14CWZ120715. Please assist urgently - with a proper solution - I can't keep doing this every few months.