TELKOM's incompetency

More than a year ago we cancelled the ADSL line on my Mother's landline as she moved. Although the ADSL service was disconnected immediately, she was billed for this service for 5 months thereafter. She since moved into frail care and we are trying to transfer her landline to her room in frail care across the road from where she lived in Mossel Bay, with no success. As all her children live far away, she depends on this landline to stay in in touch with her family and vice versa. I have phoned the technical department EVERYDAY since 28 December 2018 and TODAY, 26 January 2019, they told me that the problem was lodged at the wrong department and I have to start the process from scratch! How is it possible to deal with such incompetency?