Poor Customer Service / Lack of feedback or taking responsibility

Long before moving homes, we app**** to move our Telkom line, we did this online... bad idea, this providers website does not work properly, (Skip that route) it was left hanging and never processed which we only found out two weeks later. We then went to a store (Shelley Beach) they sent us away because they now only do mobile and said we have to go to the next closest store and that we shouldn't phone 10213 because it must be done in store. So because Telkom has closed all other stores in our region we had to take a 130km drive, we get to the store in Amanzimtoti they pick up a phone and dial 10213 and pass us the phone (something we could have done at home instead of the time and money driving far away (what on earth would people have done who are old or don't have transport, shocking). This was only the beginning of our woes though with a company that really needs to re-think its processes. So we get an order number and are told it would take 7-14 working days (as of the date on this post its been 46 working days). We have phoned 10213 over 10 times, often their systems were down or we had to wait for an insane amount of time. On two occasions we were given installation dates, we especially arranged for someone to be home, no one showed, no apology, nothing. During our last call to 10213 the agent said it had been impossible that anyone could have given us installation dates as a new number had never been assigned to us, we then gave the mentioned dates and a name of one agent 'Gugu' who had given us these apparently 'false' dates, while still talking the line was permanently cut. Since then we have had to post on their social media, though they invite customers to post queries there is often no follow through or feedback unless you post a lot and then they threaten to ban you instead of trying to actually see to your problems. When they do respond to you its feeble and you are left wondering if anything will come of it, mostly nothing has come of it. After 36 working days a technician finally showed up, he surmised though that he could not do the installation because the pole needed replacing, private contractors were meant to do the pole installation in 1 to 2 days, it was 5. After 43 working days, another technician came out, looked up at the pole and said the cables need to be replaced and that he just came to look and also mentioned that they can't work in the rain. As of this post, Telkom has not given us a new installation date, though to be honest, we have been given dates four times before and what a waste of time and resources because no one came. Not once has a manager or supervisor phoned us to assure us or apologise let alone oversee this order to completion. We have been ignored, had our line cut, **** to, threatened and given so many opposing responses from different departments. Dang, we just want a line in a well-established area, there are two jacks in the house so it's not like they have never serviced this area. If its this complicated for a company to get there ducks in a row it certainly does not bode well for their future let alone speak well of customer service (we have faithfully paid our bill for almost 20 years). We certainly hope some much-needed re-structuring and new processes are put in place because the amount of complaints from fellow consumers is staggering. If we knew what we knew now we would have sought an alternate provider long ago, and we certainly recommend all new customers to stay clear. We have as a result of waiting more than two months lost a lot of money due to this that we will never recover from them but we have however lodged a consumer complaint with ICASA’s Consumer Protection unit. Remedying the situation could be so easy but no one takes responsibility which really means no one is managing processes correctly or at all and something drastically needs to change in this company.