Unacceptable service

my land line and internet service stopped working. I logged in a call around the 22nd December 2017. Telkom has still not forwarded me an sms acknowledging receipt of my query, however they did give me a reference number when i called. I have been calling almost every 2 hours a day, and same feedback, they still testing, it hasn't even been assigned to a technician. I simply cannot understand how we are expected to accept service of this nature in todays day and age.