telkom bad service

Good day

I need some assistance. I'm writing this behalf of my Father in law Melvin Derris id . He upgraded the landline ph to a wireless headset desktop but he received a Hisense touch cellphone which he has not requested at all. I have contacted the call centre few times and my last contact with call centre was 2 weeks ago . They said that this will be escalated and that my father in law should received sms within 48hours. up til now nothing . the query has been going on for 2 months. He is 72 years lost his wife 31 aug 2019 . His been a faithfull client all these years and yet telkom cant resolve this matter. this is so unfair. i have given Telkom enough time to resolve this matter but yet they not making any effort to assist my father in law. this is truly bad service. how can we support a south african service if they cant look of there elderly customers that are i need.