Phone out of order for over 24 days

on 5 January 2015, my parents land line went out of order, i reported the fault through 10210. 3 days later i called again and all i get told is \the fault has been reported". a few days later i phoned again and they said they would 'escalate the fault' . went into the branch and same story \"" we will escalate the problem\"". well the phone line has been down for 24 DAYS now. <br> <br> HOW do i find out WHAT the problem is and WHEN it will be fixed? i can't find anywhere to report this lack of fault fixing on their website and Facebook comments on their page are totally IGNORED. <br> <br> extremely frustrated!"""