No service but still being charged

I cannot use my Telkom fixed-line telephone to phone out and I cannot receive calls because the line gives a continuous engaged tone. Having waited for up to 90 minutes on Telkom's 10210 fault reporting line, I therefore cannot use a cellphone to report the fault. I thus reported the fault by e-mail in December and received no response. I then went to the Menlyn walk-in centre and reported it there early in January. I was told I would receive an e-mail within 24 hours confirming the fault. To date, I am still waiting a response and my phone is still not working. I do, however, still have o pay for the line service. I suppose the only solution is to go to the walk-in centre every day to report the fault and hope that something happens one day.