No help from telkom after reporting faulty line!

Last week I tried to use the Telkom online fault reporting app. It did not work. After two days I was eventually able to log a fault using this app. I was told that I will be getting a reference number via sms. I waited for a day, no reference number. I tried the process of logging the fault again. Again, was told that I will be getting a reference number, still nothing. Went to a branch at the pavilion mall in durban to report. They requested a callback from their fault center on my behalf. No call back up to today. My phone still not working. Have reached my wits end.