Telkom - Bad Service

Myself and my mother in-law reported a faulty line no internet connection a month ago to Telkom via sms 301519 and 10210 landline. Ref 38CRK090715 has been received we were informed several times that the fault has been reported. It was a mission to get to the correct complaints department to complaint on the internet and i managed to send a mail on the 23/07/15 with a response that the e-mail has been successfully received and the matter will be addressed to. On Monday 27/07/15 i received an Escalation No: 715171 and were informed that they will respond within 48hours and we are still waiting! Today i tried calling again and was referred to contact *** where they will be able to let me know when a technician will be send out, but there was no answer! my mother in-law is a pensioner and via skype is the only way that she can connect with her daughter in the states, and there has been no contact between them for a month. She pays the account on time every month. This is totally unacceptable, ridiculous and unfair for a client to pay and who's needs are not been taken care of by Telkom. It's already a month and still no joy...... Please help!