Line fault, no responsibility

My ADSL line has been down since the 10th of July. I reported it on the 11th. Despite numerous calls to Telkom, and escalations, I'm still being told that the case has not yet been assigned to a technician to resolve. Every time I call the call centre, I get told that my case has been escalated. On two occasions I was told to use my telephone number as a reference, on the third I was told to use my original case reference. On subsequent calls, there is no record of escalation, and the operators treat me like an idiot for not having an escalation reference. My original case reference is 271CRK110715