Pathetic service

My grandparents phone line has been down for weeks. They have reported this to Telkom and have been informed that the cables were ****** and are not going to be replaced. They've made numerous phone calls and are not getting feedback as to what's happening, their WiFi is obviously not working as well. I feel like Telkom is taking advantage of elderly people and I WILL NOT TOLERATE IT. Please contact me urgently regarding their account. If I do not get a call regarding this, trust me, I WILL escalate the matter.