Telkom ignores sickly, elderly loyal clients

My in-laws are elderly folks in poor health. They have been loyal Telkom customers since the 1970's. They lodged a complain via telephone about a non-existent telephone line on 6 November 2018 about the line not working. They sent the complaint again via sms nearly 3 weeks later, never receiving any acknowledgement or news from Telkom. They went in to the Telkom office on the 26th of November, and still had no joy. They even received a wireless phone and refreshed their RICA information. Still no response regarding their complaint. Still no telephone. 4 December - after several calls of hours waiting, they again managed to get through and on 6 December (a month later) a technician showed up. He established no fault at their property or line, but a fault that lay in adjacent properties. Apparently he was unable to access these properties the following day. Telkom acknowledged on the 7th a techinician would try resolve the issue and promised an applicable credit on the January Invoice. Which did not occur. All this time two elderly people without a line. On the 22 January they reported the line again, still no response. On the 14th of March they still had no line and sent another report via SMS. Still no line. Yet every month Telkom insists on a Bill to be Paid!!! So now these two elderly sickly people have not had a line for 5 months, and there is just no response from Telkom. They walk with difficulty and do not always have transport, so cannot get to the Telkom offices. There is no way to get the line for them which is paid up now (I have now uploaded the app on their phone as they are not very good with technology, but still no line). What can they do to obtain use of their line and MOST CERTAINLY 5 months credit for a line which they have not had use of. Posted by their frustrated daughter-in-law.