Phone has no service

I reported a faulty line on the 24 February. According to Telkom the respond to faults reported within 2 days, its almost 2 weeks and I haven't heard anything from them. I called them (and had to hold for almost 30 minutes), I spoke to Dale who said the issue will be escalated. But still nothing. This is unacceptable as this is the only communication line I have with my gran who stay alone in PA.