83 year old not understanding broken English operators

I have several issues with VM. My son is helping me complain. I'm 83 partially deaf. I have to manage on my own most of the time. I have not had a landline for months because I know I don't understand the operators. My son called an engineer. I stayed in the front room with my TV off. I dare not go into the kitchen to eat lunch. Then I found the engineer had been. They charged me £25 that I can't readily afford. I am partially deaf now. Why didn't they knock loudly? How hard did they try? 

It's taken two years to take my husband's name off the account since his death. I find VM a disgrace when dealing with older people. I will be looking at other services. I still have no landline. I still received a message asking my dead husband : HOW DID WE DO?