No feedback on complaint 528CTK170215

After we discovered that the internet was off on 16 Feb, I lodged a complaint on 17 Feb and after holding on the telephone for 1.5 hour, to no avail. It is 23 Feb and I am still waiting for the fault to be rectified. I also received the news that although I requested installation on 5 Jan and it was only installed on 24 Jan I had to pay pro rata from 24 Jan to 11 Feb of which I was also not informed about during my application. As far as I am aware, pro rata means from whenever in a month to the 30 or 31st of a month, how does Telkom have it different to everyone else because it has a important financial implication. In addition to that, the promotion leaflet also indicated that if the line is not installed within 7 days, you receive the first month free, which is obviously not what happened! Then I am also supposed to pay for a week of no service and no feedback. Its poor service after I gave Telkom a fair chance!! I want some answers on my queries, as phoning them is utterly pointless!! I want my account to be billed according to normal procedures and credited for the week and some I'm not able to use, as they charge pro rata when they havent installed it acc to their agreement!!