Does it really take a month to look at a fault?

I have fault 479crz250815 (escalation 746511)<br> It's been 3 weeks since it was logged, and today a call centre agent told me that it would be another FULL WEEK (24 09 2015) till a technician would look at the problem.<br> This is absolutely unacceptable. <br> The reason given for the day was \workload"A paying customer can not be expected to wait a full month for a technician to even look at a problem never mind how long it's going to be till it it resolved.<br> Get your act together Telkom.<br> Then I have another fault 471crk100915 - which is because 62crk020915 was never properly fixed. Again. Why can't the problem be sorted out? Why the long long wait for anything to happen? You're *****ing our money Telkom. Making us pay for a service that doesn't work. Resolving the fault without actually fixing the problem"""