Worst service from in South-Africa

This is the worst service I have seen in South-Africa and I have seen bad service, even Home affairs has better service then this so called professional company.

My parents have moved a month ago and requested their line to be transferred to the new residence after being put on hold for hours by Telkom 's customer service line, all to the expense of my parents.

They are pensioners and struggle to get any kind of service, feedback, response out of Telkom for the past month. They have been calling numerous time's to make appointments for the so called technicians to come and install the line, that they have been paying for all this time with no service.

This is ridiculous calling the customer service center only to be told the appointment is made, and the technicians will be there on this and that date but never pitching...

They do not call to tell you, sorry for not meeting the appointment, you have to call and hold for at least 30min only to get the same answer.

Still till this day, no response from them after missing 3 appointments. Should we continue paying the service if we do not receive it? or should my parents go to the Consumer's Board?