line disconnnected for over a month

What bad service. Our telephone line has been disconnected for over a month now. We have reported the fault and received a reference number 51CWZ150815. However this has been 4 weeks ago and when I tried to call the customer care this morning and was holding on for over 20 minutes, the consultant named Ashwyn put the phone down just as I was still busy explaining why I have called. Unacceptable and extremely bad service.