No internet but still charged!

At the end of November our landline and therefore our wi-fi were both down. This was reported to Telkom on 1 December 2018. The telephone was repaired on the Wednesday but still no wi-fi, despite the technician stating that he would telephone us prior to leaving the area. We were then informed that the modem had to be taken to our closest Telkom branch. This we did, and the modem was reset. Whilst there, I asked for a credit for the week we did not have wi-fi as we have a contract with Telkom. The request was logged and Telkom phoned that day to inquire about the request. I reiterated the problem stating the reference number and the problem. Another reference was given, but since then 2 accounts later, no credit has yet been received. A poor reflection from an otherwise good supplier.