Telkom is *****ing my money

I had a line installed to have an ADSL internet connection at my home in Pretoria East. The line was installed or re-installed after the previous user had the service ended, Just getting this done took a very long time but finally on around the 17th of December a technician came out and installed the line. Only problem was the line is hanging on the ground after he left, there are wires sticking out everywhere and it has not worked for a day since then. But regardless of whether it works or not I have had to pay for not having the service for three months now. I have called about three and some times four times per weak and all I get is a ref number for my complaint and about three days later an sms telling me that the problem has been resolved yet no technician has ever come out to where I live to solve the problem. I have spoken to managers who apologize and do nothing. So if telkom keeps taking my money without providing a service does that not constitute theft?