TELKOM = NO CUSTOMER SERVICE

On Monday, 18 April my elderly parents logged a call to say that their land line is not working. Prior to logging the call they plugged in another handset to ensure that it's not a faulty handset and did all the normal checks they could think of. Wednesday when they phoned again to follow up they were told that there is a line problem in the area and that they should just be patient as technicians are working on it. Obviously a lie as none of the neighbours were having any problems!! Me being worried about them being without a phone called to follow up but was promptly told that they don't have a record of such a call. Unfortunately my parents did not INSIST on a reference number like I did when I phoned to follow up and then subsequently log the problem for the first time (they tell you they will send an sms, which in my parents case they did not) I insisted on them reading me the reference number over the phone & then send the sms. Fault ***. Today, more than a week later I'm again told that a technician must still be assigned. When asking what their normal response time is I'm told they don't have a response time...they will get to it when they get to it???? Huhhh, how can this be? Customer service cannot or won't transfer a person directly to the technical department so I must just wait. Surely this is not acceptable ?? What is happening to Telkom??? Will my parents be charged rental for this period while they're out of a phone....while we have to sit and patiently wait, hoping that nothing happens to my parents in the meanwhile. Fed up!