Poor services to clients in less fortunate areas

My parents keeps getting phone bills for a telephone that doesn't even work. Cables was ****** in their area last year already. Telkom promise them that they will be delivering cordless phones to them as they are not going to replace the cables. Almost a year later and my parents still didn't received any cordless phones. They keep getting their telephone bill every month but they aren't even using the damn thing. How can you pay for the rental of a line but the line is dead? They are paying their account but still they got the nerve to hand my parents over to their lawyers but they are the one's providing bad services to their clients.