Bullying a pensionar

My mother in law is a pensioner. Her telephone is her only way of communication. She has handed her phone in at Somerset west repair centre 5 times already. She has to drive through from Stellenbosch - 5 times allready (with petrol money that she hasn't got) to fetch the broken phone. Only now, they say they will send the phone to a 'senior technician' in Jhb - it's been send to Jhb 4 times allready. Her phone is only 6 months old and she had no use of it since January. During all this time she also still pay her Vodacom account!!! For how long are they going to send this poor lady up and down? Why can't they replace the phone for her by this time? This is a very frustrating situation, and even more so if you are a pensioner! I called the call centre (082111) to log a complaint and Balesa referred me to the legal department (***) - witch has no options for complaints???