Frustrating service

I have gone 3 days without internet or a landline and just get told the technicians are working on the problem. We are over charged and delivered on service(2.5mb download & 1mb upload for R711 a month) Why is it so difficult for telkom to meet the requirements of a network provider without hiccups or annoying pre recorded messages like you have reached us outside our operating hours. Would we be credited for the days without a service we are still paying for? What will it take for telkom to pull up their socks?