bad service

I logged a service/repair call via their sms fault report symstem and i was given a reference number: 1017 CRZ 130415.That happened two months ago against their 2 days turnaround period,but clearely their system is just as inefficient as the call center agent. I have tried their website but still no results.If your log the call again the system tells you that the complaint will be attended to in two days over and over.This land line phone belongs to mymother who is 85 years old and is solely dependent on this line to communicatev with us and other relatives.How low can Telkom get with its incompetence and and inefficiencies ,please help.Contact:*** *** CRZ 130415