Telkom won't fix a problem

Telkom mobile internet is down in the Fish Hoek area. The issue is that when the connection is poor the ****le goes roaming and then won't connect for data. Telkom won't acknowledge an issue and are not interested in trying to fix it. My mother has had no internet and when she does connect she is informed that she is using out of bundle rates and her connection is suspended. Telkom, fix this problem now or else....