Keep on reporting out of order phone line

Beginning Nov 2015 our phone line was struck by lightning and we reported it to Telkom. We immediately received a ref number. We again reported the phone line at the Telkom Offices in Festival Mall Kempton Park 21st Dec 2015 - where my mom Mrs Ferreira (71 years old and sick - heart and back problems) got the promise that it will be sorted out as soon as possible,. She mentioned to them that when you phone our tel nr the phone rings in your ear and also goes over to the call answer but the phone is not ringing in the house. So the problem is in the house. 26th Dec I went into Telkom offices Festival Mall again pleading with them to please send a technician to the house. The lady at Telkom (Deborah) which I spoke to and again told her what the problem is, told me she will make an urgent request for a technician to come to the house. Until today (9 Jan 2016) nothing happened. My mom sits at home every day full day in the hope that someone will come out as promised by them. She again phoned Telkom herself from her cell phone and even started sobbing and again was told that a technician will be send out. We're fed up and don't know what to do anymore. Ref 256CRZ231115