No Service Delivery for Businesses

we have Wi-max lines at our business premises. With the lighting storm last week the lines went down. we reported the fault on the 27/01/15. To date our phone lines are still not in operation. Every time we call the call centre to check on the progress the reference numbers for the faults mysteriously get deleted from the system. Then they allocate yet another 2 to 3 days waiting period. We are losing money due Telkom's incompetence. We pay our bills on time, are we not allowed to receive the backup support we rightfully pay for. Pathetic !