Telkom's Service SUCKS

My phone and ADSL line has been out of order for ten days. Every day I phone I'm told the fault has been assigned to a technician. When I ask to speak to a supervisor I am told they are not available. Eventually, after ranting yesterday, I spoke to a supervisor who assured me he would go and speak to Ashley the Contracts Manager and phone me back. I told him I won't hold my breath regarding the return call, despite vehement assurances that he would phone me back - NOTHING happened. Today I am told the technician has been assigned to the fault. WHO manages the technicians Who is held accountable?