Telkom's shocking behaviour towards pensioners

My 82 year old mother is a resident in an old age home. She had a Telkom pre-paid line and was told that due to copper theft the phones are to be replaced with a wi-fi phone. She waited and most of the other residents received their new instruments. Then her line was disconnected without her receiving the new instrument. That led to 3 months of fault logging, following up with sales, more fault logging, endless hours on the telephone trying to find out why the line was disconnected. Now we are told the line does not exist anymore and pre-paid phones are not an option again. She now has to pay R2000 installation fee for a new number and take out a contract of a minimum R200 pm to have a landline again. This is absolute ******ion as she never wanted to give up the line, can not afford the monthly contract and now has to pay a re-installation fee for an instillation she had and wanted to keep! This seems to be part of Telkom's way of doing business in forcing contracts again, but taking advantage of the elderly pensioners is absolutely unacceptable. Where do we go to get a response from Telkom? She cannot afford to only use a cellphone and we cannot afford to phone her only on a cellphone.