Fault logging with Telkom

I have had telkom adsl for home for the past year working perfectly fine, just towards end of December and this month has been the most sickening dealing with customer service they don’t know anything I logged a fault on my line in the 28th of December it is now the 15th of December not even one technician has showed up or called to assist with resolving the matter and they have now decided to slap me with an invoice for January ?????