Tele(LACKOF)communication

My husband called Telkom on the 14th to arrange for our phone line to be moved on the 15th of April. They said they would SMS a reference number within 48 hours. One the 20th, he phoned again (no number yet) and they said his application went missing because of load shedding and because there's a new team. They captured the data again. Again they said they will sms a number. On the 25th I app**** online, because still no reference number. And guess what? More than 48 hours later, I STILL don't have a reference number. HOW am I going to be online once I have moved? This is horrible service.