Faulty telkom line for almost 3 months

My parent-inlaw's landline is faulty since January 2018. They have no service. It was reported. A technician came and the line was working for only three days. After it went dead, it was reported again, but up to date no technician ever attended to the problem again. The ref. no registered on Telkom's system is ********** 1 - /19/3/18. Even though we phone regularly the operaters say they will escalate the problem, but still no technician in sight. How is it possible that no one even cares to rectify this problem, but yet every month they still send out the account and expect full payment.