No service

we asked Telkom to come and cancel our fax line a month ago and that still has not been attended to. Now we receive phone calls but we cannot hear anything form the other side. we reported the issue last week Friday. we were told a technician would be in within 48 hours. on Saturday Telkom called again. saying the very same thing that they would be in as soon as possible as this matter was urgent. today when we called for feedback. i was told the technician looked at the exchange, now my problem is inhouse and i made it clear the problems inhouse. why is the technician looking at the exchange and why has the technician not come to our offices? we are loosing business because of this line