I am so sorry to hear about your Mum's experience. I'd like to offer you our help. We will look into everything for you and do our best to help.
To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser. Complete that form and we'll get back in touch with you.
Have you completed the free priority repair form. https://btplc.com/inclusion/HelpAndSupport/DocumentsandDownloads/index.htm