Billed for service thats not working?

For almost two months now I have an issue with my telkom account whereby a call has been logged and nothing being done. While on hold for ages a recorded message repeated says that if they is an issue whith the line then Telkom do not bill you. Here I have an issue for all this time and Telkom is still billing me in full. I dont mind being billed in full as long as my issue is sorted but how can Telkom bill for a service that they confirm is not being delivered?