Failure to respond to fault report on landline

My elderly mother's landline stopped working on 23/2/2016. This is her only means of communication. In addition, her home alarm monitoring is linked to her phone line - so this means no security contact as line is dead. Fault was reported to Call Centre on 24/2/2016 - Ref 355CWZ240216 - was told a technician would come out within 7 - 10 working days to repair the line. No response. Called again on 1/3/2016 to follow progress and was then told that the fault report had been closed as the matter had been attended to! This was not at all the case. Was issued with a new fault report Reference No. 347CWZ010316 and once again told that there will be a waiting time of 7 - 10 working days. This is totally unacceptable and pathetic service! No supervisor was available to take my complaint (was apparently busy). Calll centre agents don't seem to care and were arrogant. I will take this to the highest level (legal if necessary) if this matter is not attended to forthwith. Should something happen to my mother as a result of her having no means of communication, Telkom will be held responsible due to their appaling service.