Billing dispute + worst customers service agents and teamleaders

Good day

I logged a billing dispute on the 29 Augsut 2021 and I was promised that I will receive feedback within 24 hours. Two weeks later the team leaders and sales manager managers failed to call me or update me with any feedback. I have called in every single day since I logged my complaint but same old story that they still looking for the recording to investigate my case. I mean this clearly shows the incompetence of the people you employ as well as the lack of taking responsibility. Worst of all you expect your customers to go the store to listen to a recording I mean this is ridiculous. You are a well established company yet you guys fail your customers!! Can i please ask that someone urgently contact to resolve case number : ***