Poor Telkom service to Loyal clients

I have been trying to get hold of telkom on behalf of a friend of mine. She is is not in a position to contact them herself. I have been contacting them since 9am this morning (21/07/2022) with no one to assist me. In order for them to contact her (my friend) w.r.t her contract.

They would have delivered her new cellphone two weeks ago but no one came back to her to inform that something has changed.