Terrible system for fault resolution

We have logged a fault on our business phone line on friday with reference number 200CTK041215. As yet we have had no one from Telkom out and no feedback from them. Since yesterday 07/12/2015 I have tried to phone the call center to follow up. Two attempts yesterday while hanging on for 40 minutes yielded no results at even getting someone to pick up the phone. 3 attempts this morning and on the 3rd attempt and 21 minutes in I finally got hold of a call center rep. Only to be told she can see internally the fault is being worked on but we need to be patient it can take up to 5 days. 5 days for a business line fault to be attended to?! She also stated her hands are cut off and there is nothing else she can do, I cant talk to anyone in technical about it, I can only talk to the call center. What kind of inefficient system is Telkom running here? Is this really how things are handled?