No Telkom landline for three weeks

Telkom landline out of order for three weeks for housebound elderly customer with health issues, I have been phoning the fault line daily but no response from Telkom technical division. I was told a manager Austin Mathubulala (spelling?)would phone me on 18th November but unfortunately he did not do so as promised. At my wits end as how to get somebody to assist in this matter. I am told that the technician assigned is Stephen.