Poor service and total disregard

I have assisted my mother to get her Telkom line up again, we had paid the annual fee earlier this year, which was R210. My mother was in GP with us for a while and on return back to the Free State (Welkom), she purchased R100 airtime to load and use on her line. The airtime could not be loaded. This was very frustrating because Welkom has no specific Telkom branch. She eventually phoned customer care and all they could say is that the line was cut off but they did not say why, this does not make sense because the annual fee was paid. They could not tell her how to even resolve it. She then proceeded to go to town where the technicians are based, they phoned Head Office and my mother spoke to 4 people, not one could give a solution - this is a total disregard for a customer who had been with the service provider for many years. Eventually one person had said she needs to re-apply for the line, I am totally disgusted that no one could assist her when she phoned, everything was paid and still nothing could be resolved. Why can Telkom not just reconnect the line. Now R210 was wasted, because is still not in use, as well as the R100 that she had to purchase as a pensioner. I would appreciate some answers because I am feeling to take this further - there is absolutely no excuse for the poor service we had experienced from a supposedly reputable telephone service provider.

The line needs to be reconnected because that was paid for and I expect a call from Telkom to resolve this with compensation.