old granny that cnt be helped

my mum, a pensioner who lives alone has been visiting the Gateway branch throughout Dec and Jan trying to get her landline activated again has fallen on deaf ears...I visited the store on my mums behalf this morning and asked to speak to the manager sizwe. He wasnt available.. Went there again 2 and a half hrs later, he still not available...But all the staff knows that im the daughter of the \old granny from Phoenix that comes there". But no one seems to be bothered to help....I need the landline activated asap..."""