Telkom new lines

Telkom os going over to new look a like lines my mother is a pensioner and I had to handle this they finally changed the co tract over to her name after my father passed away 4 years ago I send in papers 3 times for change of ownership now they need everything asap since she has to be transferred to new line so I send in everything AGAIN and dead is her line call them just to hear yes this is normal she will be without a line until transfer to new line is complete which could take 2 to 3 weeks so here is my problem NEVER did any agent tell me my pensioner mom will be without a landline for up to 3 weeks while telkom sorts out their lines!!!!! I was only told that nothing will change she will only receive a new phone rest stay the same! This is bad service to me.