battling with a line error for over a month

I have been trying to get my Telkom line sorted out for over a month now - REF 89CRK191215. I spend hours on the phone trying to get an update, calls are not answered, are dropped and I have to start all over again, and when I do eventually get thru I am told the the fault has been \regrouped"what ever that means - I am told that the first group did not solve the problem so the next group is busy with it??? Then I am told that Jarvis Williams has been assigned the fault"