Rude Telkom Center service

My parents still have the telkom landline in which the account is up to date but the phone has not been working for a month now. I called the technical department and they said it is best to be reimbursed with a mobile house phone and gave me a number for the sales department. I called the sales the department, the lady was very rude to me and my 75year old father (we were both on the line), telecon. Is this how your stuff treats its senior citizens?