Incompetent customer service Representatives

I open this account for my 86-year-old mother who is on a budget. I have the account in my name because it was cheaper to do so for her. We first just had internet and phone. She had Dish TV with over 300 channels but was having a lot of issues with YouTube which she watches a lot and she has to use a voice command remote because my mom is legally blind. It's pretty sad when these cable companies do not have discounts for senior citizens. There are a lot of senior citizens who are homebound and cannot afford the extravagant cable fees. I set up cable service for my mother for only two TVs. The young man who installed it was wonderful. But the remote that was given has way too many buttons on it for a person who is visually impaired. So I got on the phone and trying to speak to a human being is like pulling teeth. After several tries I finally reached a young man. And that's another problem with these cable providers they use foreign people for their customer service which half of them does not understand what you want. I told this young man about the remote that was given to her several times that it's too difficult for a person who's legally blind. I told him about my sister's remote she has with Comcast which has fewer buttons and it's the xr16. I told him the one my mom has is the xra which is difficult for her to use even with voice command. After trying to explain to him numerous times what I needed he finally said okay I know which one you need. Well I thought good she's going to get this easier remote. I told him I needed two. I told him that she didn't drive so it would have to be mailed to her. Okay but I have to charge you $5.95 for the two each. Which I thought was ridiculous. My mom received the remotes and of course they weren't the right ones. Even after telling this man several times the one that I needed. So yet again I'm back on the phone trying to speak to a human which finally I got a young lady. Another Foreigner. This time I put her on speaker so my husband could hear the conversation. I told her five times I needed the xr16 remote and I needed two. Again I understand I will send it out to you. I told her yet again I don't need just one I need to and you better not charge me shipping because I was charged for sending the wrong remotes. Okay I will send the right one out. Yet again I told her not just one I need two of the xr16. Okay. Well yesterday my mom received one remote and it was the wrong one yet again. What does it take to get someone who understands plain English? And another thing they charge my mother $100 just to set up two TVs. Her first bill is going to be $400. I asked them do they have any senior discounts for people who are on a budget. It's like pulling teeth to get any answers. Something needs to be done to help senior citizens to have better service and better discounts for TV service especially for the ones who rely on TV that are homebound. So, how can I Rectify this problem with the remotes and to get the remote that I asked for?