No service No worries

My 80 year old mother lives on her own. Her phone is faulty from early next week. I had to report it for her as she has not other means to do it. Since reporting it: 254CRK200216 (wrong number given two days prior). Tomorrow is a week since the service has been faulty. I have been chatting to them on Twitter and all I get is : Please accept our sincere apologies will mark as urgent for team to expedite. This message was sent on Sunday, today is Wednesday. My mom was attacked in her house 2 years ago and the only way she could contact me was by landline. Please Telkom, I am sure we are not trying to reinvent the wheel. Just please repair my mom's phone. She was without ADSL for 3 weeks earlier this year and now a week without landline and ADSL. Who pays for this? I am begging you to attend to this.