Fault not credited

Fault on our line from the 22nd of December till 18 January 2018 at 16.06pm, fault was at the exchange and not at our home. Called the accounts department on the 26th of January 2018 and was informed the following: Line has not been credited because billing ran on the 24th of January. Cant explain as to why account is not credited as it should of been because the fault was called in and the credit was requested by customer. Escalated the account for credit to the back office it can take up to 14 working days. Credit may be rejected as billing was already run on this account. Ref: ********** 6