No record on system but sms received

I ordered a new adsl line on the 12/01/2016 at the Clearwater branch. Was advised 7-21 day turnaround. Received a confirmation sms with a customer number. On following up there is no record of the order on system. <br> Dear Customer, thank you for ordering a telephone service at (42 BAMBOES ST, WELTEVREDEN PARK X 13, ROODEPOORT). Your order (***) is receiving attention. Further communication will follow. Thank you for choosing Telkom as your service provider. <br> No attempt to assist or rectify the matter. Just sorry nothing on our system. Pathetic service.