Telkom Service Complaint

I am helping my 80 year old neighbour with their landline phone. It is one of these fancy phones that can connect to the internet. There is an issue with it and when you try to phone the call centre, there is no option to talk to an agent!!! It sends a message telling you to contact them with WhatsApp. I cannot access the details from the landline, so what is one to do. They are also not mobile and cannot get to a Telkom shop. Telkom needs to remember that not all senior citizens are tech savvy. I also tried to the chat service on my PC, but I get cut off every time. Telkom really needs to look at their entire product offering as it is definitely not user friendly