Billing investigation

I had made a call to Teljoy that I queried on the 07 July 2015, eventually I made some headway on the 09 July 2015 when I spoke to Mr A Ridgaard. All documentation was emailed to him personally in his capacity of team leader customer support. He confirmed via email and telephone that he received all the documentation and a investigation had been opened, this would take +- 10 working days to resolve. Today I received an sms demanding payment for July. In the time from the acknowledgement of Altech opening an investigation till today I have made several attempts to contact Mr Ridgaard and his superior Ms Morgan. They refuse to talk to me and Altech have stood by their demand of payment despite my attempts to resolve my billing query. I find the attitude of Ridgaard & Morgan as pathetic & totally uninterested in helping customers. Teljoy, the other company involved took 2 days to resolve my query from their side but Altech are stalling grossly in resolving my bill. Altech' s customer support centre ***agents will not transfer me to to Mr Ridgaard or Ms Morgan & refuse my request to speak to them despite my pleadings & the urgency of my service disconnection.