Pathetic service and *********** staff referring me from pillar to post

I would like to inform Telkom on a matter pertaining to my landline ********** , which has not been working since the start of this year. I have logged several calls to which each time i receive conflicting feedback on the next steps to take. The reference number i refer to is 572 551 676 on the 20th January 2018. with subsequant follow up calls on the 13 February, 21st February, and the last being the 6th March. On my last call is was advised to take my phone to the nearest store to have it replace, and upon consulting with the person at the store, i was informed that i need to buy a new phone. my concern here is the poor level of service as well as poor customer satisfaction. I would like a technician to come out and investigate the problem with my phone. And if it needs to be replaced, Telkom should replace it. As it is no fault of my own that the phone is not working. Yet i am expected to keep my account up to date.