Call logged for fault, but not sent to technicians

We reported a fault to telkom on *** on Tuesday 8/9/2015 at 17:13 ref no. 864CRK080915<br> ADSL land Telkom line has been down since Tuesday. When we phoned Telkom now at 18h00, I get told that the fault was created but never given to the technical department for repairs. I was given a new reference no 266CRK120915. My husband works for Ekurhuleni MLC electricity dept in Tembisa. And if He does not have internet access and Tembisa's prepaid metering system goes down and he cannot get it up and running, he will have riots on his hands. Yet Telkom could not be bothered about the urgency