No action on reported fault

I have logged a fault, cable is down between my house and the telkom pole beginning of December, technician came with no equipment, did a temp fix and said he'll be back next week to install new cable. Obviously never happened. 31 Dec cable broke again, reported it, no action. On the 8th Jan as well as on the 15 Jan I did follow up calls to call centre, on BOTH occasions they said they will escalate immediately. Now on the 22nd STILL no service BUT on the 13th Jan somebody phoned to say So are you line fixed already REALLY???? Initially every couple of days there was sms to say they will get to it, last 10 days NOTHING. I was also told by call centre I must apply for refund for period that I had no service. Should this not be automatically??? I run my business from home and obviously new customers will phone and leave msg and just think I am not interested in phoning them back :( can somebody PLEASE assist