bad customer services

The debit order did not go off . They suspended my mother's fiber so yesterday ( 16 october 2024) I called 082 135 and spoke to Thembiso . I called on behalf of my mother as she does speak or understand English properly , but he said because she is not by me , he cannot discuss anything . I told him that i will go to my mother between 5pm and 5:30pm as he told he works till 6pm. I gave him my mother's contact number to call between that time . she still did not get any call back or even an afrikaans person to call her .