Relocating lines with NO HELP

My mother is an elderly lady that recently moved homes, she has called TELKOM numerous times to change her lines or re-instate a line in her new home as she uses a land line more frequently than a cell phone. Telkom told her about 18 January to pay R500 into an account to sort out this problem (She has her receipts), she has done that. she called them back a few times (WITH PREPAID AIRTIME AND THEN SHE HAS TO BE ON HOLD FOR ALMOST AN HOUR) This is ridiculous how we treat our elderly. She said they had told her that it would take 6 weeks for them to come out and install her line. She was told to pay immediately but it takes 6 weeks. THis is so depressing that we treat our pension/elderly this way. she said she called again and was tranfered from pillar to post and was on hold and ran out of airtime, so she had to wait to load airtime again to go through the exact same process. PLEASE TELKOM. MY mom has used your services for decades. and this is what has transpired for a small request.