It is very difficult to talk to the Kazakhtelecom staff. They refuse to refund the overpayment for the landline phone to the old person, arguing that the person who paid (in this case, the social worker) must personally come and write a statement. Relatives should look for a receipt and a social worker, despite the fact that the money is in the personal account of the grandmother, and not this social worker. The staff calls this "financial literacy." You really have to go through seven circles of hell to get the money back.
The operators who take turns serving the visitors are very attentive, which cannot be said about the senior staff. They listened and didn't really run away to solve the problem. Only an appeal to the head brought results. Polite and friendly attitude towards a person. Thank you.