85 year old being messed around by Vodacom

Disgraceful lack of service. I provide my 85 year old mom with a phone. Her phone is giving problems. She lives on her own and had a heart attack end June. She is in isolation. We are having problems contacting her. I ordered a new phone on an existing contract. That was more than 3 weeks ago. Long story short, after weeks of frustration I am told that the phone upgrade has been ****** at RAM. I keep being promised that someone will contact me. This is utterly disgraceful. Can someone with some common sense please contact me urgently. This is unacceptable. Would you want your mother in this situation?