TELKOM WHAT ARE WE PAYING FOR?

Last week 26 March 2016 I called Customer Service and after holding forever and ever.... I reported that I suddenly had a problem with outlook. I could send emails but not receive. The consultant told me that it is a problem on Telkom's side and that I should use "do messaging". I asked the consultant how long it will take to fix the problem and he stated that I cannot ask that question because he will not be able to say. I have since been using "do messaging". Why should I? Should I switch to a service provider that can provide proper services? So how long do I have to wait? Why can Telkom consultants not say how long it will take to fix a problem? There is no problem with deducting my money! Telkom certainly does not accept any excuse if I have a problem and cannot pay. Why should I accept such service? Should I phone again......please someone out there HELP!!!