Telkom Just got to pay and pay

Our home line and ADSL line has been down since November 2014. But every month still have to pay the account. phone line now working but have requested Telkom to credit my account for the time phone line was not working this was done on 5 January and again 27 January. They have send me the ref number but still nobody from Telkom has contacted me. I now have to pay again Feb account. when will Telkom credit me for the time phone has been down. all they ever can say to you is we will escalate your request <br> <br> Poor service but you must still pay for it.