No service, no feedback, no answer

Both my landline and ADSL line stopped working on Thursday 9 April. I reported a fault the next day (471CRK100415), to which Telkom responded \Telkom will endeavor to resolve this problem within 11 days". Why 11 days in particular? And is it 11 \""working\"" days? How can I not be provided a service for almost half a month? Shouldn't I be entitled to some sort of reimbur*****t? I assumed it must be an area fault"