Telkom's non-existent service

My mother, who is 87, has had a problem with her landline. This was reported to Telkom on 2 January 2019 when the line was very noisy, two days later the line was completely dead, this was reported to Telkom on 4 January 2019. After numerous follow up phone calls from me to Telkom, nothing has been done. We have not even been contacted to say they are working on the fault, despite giving them my cell number.