Does Telkom Back-Office exist?

I logged a fault with Telkom on Thursday. I have not had internet access since Wednesday.

I have requested several calls backs but most times I do not receive a call back and when I do speak to an agent I am convinced I need to stop dealing with Telkom.

I have been told that the call is not being forwarded to Openserve since it is with their Back-Office. However, their Back-Office does not seem to see fit to contact clients or action a fault before 72 hours. When I spoke to an agent a few minutes ago I was told that the Back-Office will not do anything now since they do not work on weekends. When I pointed out to her that the call was logged on Thursday she said that their turnaround time is 72 hours

Since Back-Office does not work weekends or after hours their turnaround time is probably 8 days!

I work from home and get paid by the hour, but this does not seem to warrant reliable service.