Poor service

I am a loyal customer to telkom for many years. I have had a problem with my modem whereby the wi fi works and phone doesn't work. I took it to a branch. Now they say the device is irreparable. I had no communication on this matter. When I went back to the branch they asked if anyone had contacted me. Initially they said that they at the branch will contact in three weeks but they did not. It seems that there is no communication with th branch and the Head Office. I am totally disappointed with the service.