Pathetic service

I have been trying to assist my mum with her faulty Telkom phone for months. we have been sent from post to pillar with no success. Even after going in to a store, they were unable to assist us. we had better luck going in to a cell phone shop to ask them to check the sim card which they then confirm was no longer working. They have no preferential services for a pensioner, even during Covid19 times, she's expected to go in to a store just to swap out her sim card. in the meantime, she was billed for a phone that has not been in use. when we tried to cancel the phone, after wasting time registering online to do this (this is the only way to cancel apparently), the option to cancel is not showing up on that profile. The only thing she has access to is billing information. such a pathetic company!