Waiting for 3 months for a line

This is my 2nd complaint regarding Telkom as I have not received any help from them thus far. My reference no for the last complaint is SM154245. Due to religious circumstances surrounding my husbands death I cannot leave the house unnecessarily for the next 3 months. I sent my son with my ID and a signed letter giving him permission to collect the wireless device on my behalf. He also took along the e-mail given to me by the area manager stating that a TDs store should give me the phone. The lady at the Telkom store in Menlyn did was of no help whatsoever, saying that she does not know anything about it, but he showed the the e mail print out. They're also refused to cancel the line stating that I should be there in person when we've explained that it's currently not possible. I've paid a bill for a month where I did not receive any service and still continue to receive bills. I am completely frustrated with Telkom.