No service from telkom but they want a full payment

Around 3 weeks ago, our Internet went off-line and so did our landline, I called telkom to inform them about the issue and they said they will fix it, well, 3 weeks down the line, nothing has happened, no technician was sent out, even though they said one would come, I made several calls to find out whats happening, and all I get is, were working to fix the problem, I visited their branch only to find out, my ticket wasn't even escalated to the relevant department yet. And yet, I got a bill from them expecting me to pay for their pathetic service. They provide no feedback, gives no information regarding the solution, expects full payment for services not delivered and does nothing to fix my internet. I have been sitting without a land line and ADSL for well over 3 weeks now