What is going on?

We reported a fault in our line one week ago which seems at this point to be point less. we have had no voice or data connectivity for a week. i have check their secure-app with the fault tracking NR but all it says it is open, i have phoned Telkom several times waiting 10-15 minutes with no results and my airtime is nearly finished as i have stated that i have no voice line or data line to follow up on only my cell, i even went to our local Telkom branch and just got the cold shoulder. It feels like these people just don't care, but come months end they want their money and if we give them the cold shoulder thy will threaten with legal actions. but when thy are at fault. tough for you they will get to it when they get to it. this is frustrating. when i reported the fault the person told me 24-48 hours. I am just wandering how many minutes are in their hours? <br> Tracking NR: 95ATK010715