No Telephone service for more than a week now

I reported my phone faulty on 22 July 2015. The gentlemen Elias logged the call for me and I received an SMS with a fault number. On 24 July 2015, I called to find out exactly when they were coming around, only to be told that my call was never logged, and she is now marking it as urgent. Use the same fault number is what she said. I call back on Monday, 27 July 2015, told again that my call was never logged, this time by Elias, the one who failed to log the first one. He says its now been escalated and gave me a ref number. They assured me that a technical advisor has been consulted. Tuesday, 28 July , no response to I took to their Twitter account. They've been assuring me for 2 days now that its very urgent and will come out soon. They say they have an overload at the moment. Will they understand if I cant pay my phone account for a month because I'm overloaded??? Repeated attempts to contact the Twitter consultant has failed, They are not answering. Such unacceptable service.