Non existent a Telkom service

I have been trying to get my 89 year old uncle a replacement landline from Telkom as he has been without a phone for the past 6 months. When I phoned Telkom to query why all his neighbours in the Inyoni retirement estate had been supp**** the new type of phone but Not him I was told this was an error and they would supply the new phone. This was two weeks ago. I then phoned Telkom again and was advised that I could collect this for him at The Mall of Africa shop. I stood in line for an hour and was told that in spite of showing the email I received from Telkom saying I must collect it there the manager refused to give it to me. My uncle is house bound and hardly walks anymore so I went to the store on his behalf. I had furnished all the necessary information by email prior to going into the store as per their instructions. My ID my uncles ID his address and my address and cell number I have subsequently send multiple emails to them asking them to advise why the store had not given me the phone which they now ignore.I am extremely frustrated with Telkom who in fact should have delivered and installed this phone in the first place. I am not sure what to do now and hope you can help His Estate will not allow me to even go in to see him due to lockdown