Terrible Service

We have been trying to cancel an account for FOREVER. My mother lives in Napier and is not computer literate, she had to drive over 200km to get to store only for Telkom to REFUSE to help her and then told that she will be called by a consultant, it's 4 days later and she hasn't hear anything and she can't call because the line DOESN'T WORK and she's being billed.