TELKOM landline faulty - wants to charge PENSIONER R300 callout fee

My aunts landline allows outgoing calls but when we call her number, it states 'this number does not exist' or at times, we get a voicemail from a business. This problem is ongoing for more than 7 months and has been reported. Telkom wants to charge her (a PENSIONER) a R300 callout fee. How can TELKOM treat pensioners like this? How can it be her problem? Its disgraceful service.