Fault reported, but no record of reference number and no repairs done

Our Telkom landline suddenly stopped working on 15 January 2018. We reported the matter to Telkom by SMS, and received a response that the matter had "already been reported on this line". On 22 January there was still no repair, and no progress, so we tried to contact Telkom telephonically from a family member's line. After 40 minutes on hold, we were given a reference number and told that the matter would be followed up. Now, on 26 January, the line is still not working and neither of the reference numbers given to us are recognised by the "Track a Fault" function on Telkom's website. What more can we possibly do to get our line working again?