What happened to my Order?

On the 10th of March I did an online application for a Telkom line installation with 4mb adsl activation. I was contacted by Mpilo Madonsela and went through the entire application process. Upon completion Mpilo informed me that my line would be installed and activated with adsl within 7 to 10 days. I phoned Telkom support to find out what the status of my order is, but they can not find my order. Mpilo also did not supply me with an order number and stated that I can check the status of the order using my ID number. The lady I spoke to now wants to restart the whole order process. Why should I restart the whole application and wait another 7 to 10 days when I have completed it before? I would like my line to be installed ASAP.