Wire down with in reach

Trying for a week with  numerous calls and  times to report a wire that is so close to ground coming from my home  I can reach up and touch  it. Told many different stories by representatives. All I want them is to come and repair it after a storm over a week ago.  What is there problem. Sad if only there was another company in the area I'm sure it would be an easy fix to change.  Can't believe the service it's sad.