Fault logged yet no response after a week

My phone line has been dead since 26 July 2015. I logged a call on the telkmo website and received an SMS that it will be resolved ASAP. I called the telkom number 10210 to enquire as to the status of the fault and was told by the callcentre agent that the best she can do is mark it as urgent. To date, I have still not received a call or any response from telkom - yet telkom will charge me a monthly fee without me being able to use the service - Pathetic.