Non- existing service

For months now we have reported my mom of 78's land line. The service is intermittent and not reliable at all. This is her only way of communicating in an emergency - but it seems that Telkom doesn't care at all about the customers in rural areas. Worst of all is that they receive accounts every month for a non -existing service. It is also impossible to try and contact anyone at customer service as you wait for sometimes more than an hour - only to get an automated response.