No service from Telkom

My parents have been struggling for nearly a month now to get a new line installed with no joy. Every time they phone (from a cellphone) they are given a new reference number and a different story about why they line is not yet ready. They are pensioners and cannot afford to use up all their airtime only to be sent from pillar to post. This needs to be sorted out as they are not able to make phone calls or access e-mails in order to receive their doctors invoices and other important information. Their number is ********** 422