Worst service EVER

My mother has been phoning your customer care since the 4th September 2018 and still has not found any joy. She purchased airtime for her land line and was unable to activate it , she then phoned your customer care for assistance and was then told that they could do it from their side, before ending the call the consultant assured her that the airtime has been loaded and she can continue as before, only to find out days later that this was not true. My mom was unable to make any calls due to "insufficient" funds. She again phoned customer service and was told that the airtime was not linked to her new phone but to the old one instead and it needs to be reversed. She's been phoning everyday since 4 Sept and everyday she speaks to a different consultant and none of them including the supervisor has solved this problem they all keep saying that they can see the money reflecting on the system and it needs to be reversed but up till now nothing has transpired. They keep making empty promises in saying that they will call back within an hour or two and this never happens instead my mom needs to call back every day only to repeat herself to the next available consultant. Writting on behalf of my mother who is a pensioner, and maybe this is one of the reasons why she's not being treated with a sense of urgency becoz she's unable to take it further and that is totally UNACCEPTABLE!!!!