Poor Service

I have had thee WORST experience with Telkom and it has come to the point where I now have to bring this matter here and hope for a resolution. I have been without the use of a landline telephone in my home for almost a year now. I have been trying to get Telkom to make the necessary changes on their side so I can resume using a telephone in my home, to no avail. I am a retired nurse and I am constantly bothered with having to make long, exhausting trips by public transport to town to access silly things like a landline telephone to be able to communicate with my medical aid service provider and other insurances, amongst other things. The simple thing customer service agents at Telkom are failing to do is to acess their electronic systems to verify my ID number and confirm that I am registered user so they can change the handset in my home. Telkom closed the customer service office in Standerton (where I live). I had to suffer the trouble of traveling 45km to Secunda, where I spoke to a lady by the name of Tracey ********** who agreed to call the call centre responsible and call me back. This was Thursday (14 February 2019). I am yet to hear from Tracey or anyone else working at Telkom. The cut off for changing the handset for free is 20 February. Will Telkom incur the cost of paying for this change after the closing date? Seeing as ALL my attempts to conclude this change within the "free" time limit have been in vain??? I cannot believe that as big as they are as a company they are literally FAILING at something so simple. Can someone help me get a resolution here.