no land line for 10 days from Telkom

more than 10 days since we reported our faulty land line. We receive daily updates on SMS but nothing more happens. We even went to a Telkom shop/ Four Ways Crossing - but were told to use the in-store phone to report the fault and wait for them to call you back, which may take 2 hours. No such return was received. Why is there no actual service delivery Telkom?????