No Service

The last week in March 2015 we requested online (my telkom services) to move our landline and in the prosess to upgrade our adsl line to a new address. We received our landline number as reference. On 4 April 2015 when we called to inquire, Telkom informed us that they did not receive the online request. They logged the request again. Today it is 14 April 2015 and still nobody installed our lines. We have called so many times but every time have to hang up after 40 minutes as nobody answers. I refuse to pay any line rentals for the time it is not installed. When will this service be installed?