Telkom disappointed services

My mum who a pensioner has received a telkom phone via courier about a month ago with a Sim card. The Sim card did not work on taking it back to telkom store was told it was damaged new card was given which should have been activated 48 hours never happened numerous calls no joy ". My mum lives alone her landlines is the only mean of communication with me, is she going to be billed for her line even though it not in service? When will her service be restored