Three month complaint still not addressed

On 2 September 2017, my family logged a complaint with telkom that the line (voice and adsl) was done. Since then telkom has done nothing to repair the line but has sent monthly invoices demanding payment for services rendered.

How is it that a complaint from a customer can remaining outstanding for 3 months and no one in the entity sees a problem with that, yet they demand customers to pay for services they never received.