Left on the line waiting for an escalation ref. no

I logged a fault on our business line on 12 October 2015. The line was completely dead. I followed this up with numerous calls to the call center to find out if there was any progress. Today, 11 days on with still no telephone line, I had the misfortune of my call at 10:19 being answered by Thando at the Cape Town call center. After giving my reference number for the fault (440CRK121015) and asking for progress she told me that a technician had been assigned and was working at the exchange. When I explained that we needed a further escalation as it was unacceptable that it had already taken 11 days and still no line she told me to stay on the line for an escalation reference number. I waited, heard her typing, asked her if she was still there and she said that she was getting me the number. I then waited for a further 10 minutes, calling for her and getting no response. I could hear the other staff in the background but she had left the phone. I was eventually cut off. I held on because I need to know the line issue will be resolved, I was on that call for over 35 minutes. Now I know why it takes so long for calls to be answered in the first place. Telkom check your call centers!