Telkom abusing the elderly

I am an IT person assisting an elderly lady. She has been capped and is unable to add cap due to her husband passing away 8 years ago, and the account is still in his name despite having he name on the invoice. When her husband passed away, she went to Telkom, and all they did was amend the billing details, not the account holder.

She has been told to go to Telkom shop; she did, they cannot assist, she needs to dial 10201 She dials 10210, and is told to go to Telkom shop. Repeat 4 times. The last time was on Saturday, and once the guy at Kenilworth noticed there was actually an issue (I could show him when logged into the customer portal) - he smiled (first time in over 30 mins!) and said he will arrange a call back because they do not have access to that part of the system. I gave my number, and 5 mins later I received a call. Explained situation, and the lady on the phone eventually admitted she could see the error, but also does not have access to that part of the system, and said she would get back to me on the issue later in the day. It is now close of business on Monday (3 days later), and nothing. Appalling. Abusive. Useless. Give yourselves a pat on the back!