Telkom Service dissapointing

Logged a fault with Telkom on 2nd of October, Fault number 475crk021015, escalated a week later after no response - escalation number 758358. Received message on 12th of October that the fault was in hand. Not to sure what that means. In any case have called at least once a week and been assured that the service department will be notified. It is now the 22nd and still no word. Really disappointing all round.