No service or assistance

My mother has been struggling with the new Telkom phone for a month. The phoned keeps showing" emergency calls" can not dial, battery also does not last, Have lodges failures on the Telkom sight, no service. If someone does phone my mother they advised they tested an all in order. Telkom should come and collect the phone or test it. Quick to collect the fee as this phone is on pre-paid. I need this issue to be fixed.