No infrastructure

I recently made an order with Telkom regarding an ADSL line. I was initially told that installation can take anything from 7-21 working days which I can live with. Initially there was no issue and I was told that there is 4m/b speed availability. After two weeks I contacted Telkom to check on proceedings. FIrstly I was advised to contact their technical department to check the status of my order. After holding for 20min I was informed that they have not received any go ahead. Tried contacting them again and was advised there is no infrastructure. Upon asking the agent on a indication of time she said she cannot answer me. This is the second time this has happened in a years time. This is unacceptable and I expect the matter to be escalated and resolved. This will not be tolerated, AGAIN