Poor Service with Faulty Telkom line !

My mother is an elderly widow and she lives alone. On Sunday the lightning struck her phone line and the line has been dead ever since then. On Monday morning I logged the fault and got a reference number. On Wednesday I contacted Telkom on 10210 and advised the call centre agent that my mother urgently needs the phone line as she depends heavily on the line being on her own. They promised to prioritise this fault and that someone would contact my mom on her cell yesterday, to no avail. Today I held on for 60 minutes and when I eventually got the opportunity to talk to a call agent, she advised me that I am at the wrong department and that she would be transferring me back into the queue, which she promptly did and then I held on another 20 minutes at which point I decided to give up. Is this what Telkom has become ? What happened to Client Service ?