Hi Sheila, sincerest apologies for your poor experience - we would really like to help.
Hopefully you saw the above response from Jodi, would you be able to let us know if a call bar has been added?
It would also be good to know if she recently had a change in her landline service, converting to our VOIP (Voice over IP / Broadband) service?
If this is the case, did she also have an EBUL phone installed? If trying to make calls from the EBUL handset that would cause this fault, as they are for emergency calls only. There should still be a main handset where your aunt could make all other calls.
Did you raise a complaint regarding your experience? We can also help do this for you. If you can please let us know the answer of the above questions, and we can then send you a PM if needed to confirm some account information, get a complaint raised and offer further support.
All the best!