Line out of order, no response in 11 days

We logged a phone line that is out of order on behalf of a friend of ours.<br> <br> We reported it on 29 March 2016. It is today 8 April. In 11 days, all we received was an SMS and a reference nr.<br> <br> We want the problem resolved, and we want credit for the period the line is out of order.<br> <br> The reference nr is 81CTZ290316.<br> <br> Does Telkom think it is acceptable to give no feedback for 11 days.