no ownership taken or adherence to given SLA

I have an ongoing issue whereby my included minutes on my straight up 100 top upcontract went missing. On the 7th of November I attempted to make a call to a 021**** number and received an error message saying I have insufficient funds. I then checked my balances only to see I have 00:00:00 included mins remaining. I then called 140 just after 20:00 pm. The agent went through my unbilled itemisation and upon this investigation we concluded I had just over 87 mins remaining of my contract allowance... She explained because the missing minutes could not be accounted for she would have to log a request and assured me with her manager that I would receive feedback within 48 hours. They provided the reference number ***.<br> <br> I then again enquired every day since Monday the 9th of November and kept being told the urgency has been escalated but no feedback has been provided to date.<br> <br> The greatest inconvenience is the fact that I can not contact my mother who was in hospital along with the many important calls I can not make.<br> <br> Ilerato then called yesterday and after a lengthy discussion as she could not resolve my query promised me a call back from her manager which was never honoured