OFFLINE CELL (3RD PARTY)

So my partners phone has been offline for the whole week, even with Telkom debiting he still wasn't able to receive or make any outgoings, so being the only person he knows that uses Telkom he requested me to call Telkom and inquire, I did so and got through to Xoliswa in the call center I explained to her the dilemma and she said they cant assist me as I'm not paying for the acc, I told her that the acc holder is not able to call you guys as his phone is offline hence I'm the one calling on his behalf and he doesn't have access to all your services - she inquired I'm not with the acc holder in 'working hours' and if do we stay together or not *sigh*she said there's nothing they can do even through I had all my partners details, and my partner will just have to make a way as to how he communicates with them not someone else