Telkom phone upgrade

For 3 months now my grandma has been waiting for the new phone for the upgrade. We called the call center and were told that the wireless phone will not work for us and we were told to contact another division to order the phone, which we did. My grandma went to town Adderly Street (Cape Town) to place an order for the phone and we were told the phone will arrive in 3 weeks. till to date, we don't have a phone.