No service since December 2015

On the 21st December 2015, I reported a fault on behalf of my parents and received a reference number 620CRZ11215. Then on the 31st December 2015 made a follow up at Telkom South Gate and I was told that the technicians are not operating until 4th January 2016. Went again to South Gate on the 18th January 2016 and was given another reference number 810018 and was told that our query has not been allocated to anyone. Now it's over a month and still Telkom has not send anyone to come and fix our landline Phone, which since December 2015 does not have a dialing tone and we cannot receive nor make out going calls.