Telkom, service non-existant

My mother's telephone line has not been working on and off for some time. Last week a technician was there and said that the line is I not repairable so she must apply for the new Telkom mobile telephone for fixed line users. Since last Thursday I have been attempting to find the department from which I can order one of these phones but every time I get through to Telkom, after much waiting, I am transferred to numerous people and then eventually told I'm at the wrong place. I have also left numerous messages to be called back but to date not been contacted once. While explaining my problem to consultants I have been told that they know my mother is 95 years old and living alone and they can see that one of these new phones were requested in October/November last year, but I have found it totally impossible to speak to the department where these phones are ordered.