Phone line down for a week

Hi Telkom, please remember that when you bill us to not bill us for a full month seeing as we are going into week 2 with no phone. All I get is "the matter is being investigated" and just last week a guy from Telkom was at the house next door why not just help us the same day? I have been loading airtime to call Telkom daily just for the same nonsense answer. This is unacceptable because at the end of the month we still get charged the full amount although we have been without a phone line.