No response or feedback to fault logging

My mom logged a SMS fault report on 23-09-2015 when she discovered that her phone line was not working. She received no reference number but when I checked on the Telkom website it gave a strange ref # of of 69344 compared to their normal ref numbers. To date, she has not received any response from Telkom. This is pathetic. It's not the first time this has happened.<br> <br> Are there any people actually working at Telkom that can inform their clients what is wrong with their phone lines. All is needed is a clear SMS of the problem. And of cos they are still charging rental for a non existence service that they are NOT providing. This is extremely disappointing and this is putting it politely.