Pathetic service

I logged a call on 17 December 2015 (Ref 635CRK171215) no feedback on fault was received. I followed up on 22 December 2015 and was told a technician was sorting out the problem and that the problem would be resolved on 22 or 23 December. Lines are still down, I called again this morning and spoke to Lesedi who told that he can not see anything on the system and transfered me to an arrogant chantel. She advised that she can not provide me with time lines as to when my issue will be resolved, when I asked for this to be escalated she put the phone down. Is this the type of service that we pay so much to get. This is totally ridiculous, if your staff feel that they can not provide decent service then they do not belong in customer service. Can someone urgently get back to me regarding my disrupted servce and I demand a refund for all the days that I am unable to use my service