No valid response to client complaint

CellC is evidently a useless service provider and their staff is even worse! Rose has been helping me with a client complaint since 3/1/2015. I have several reference numbers which I have had to go to the store to follow up with! My complaint was that airtime and data was being used simultaneously for which was incorrect. A report was printed and highlighted the incidences. Rose has NEVER followed up or called me back and each time I go there she has no feedback and hands the phone to me to repeat my story to yet another call centre agent. Firstly, she did not log the query correctly. Then the wrong email is put in for feedback. I understand Menlyn is a franchise store but the staffs behaviour is absolutely appalling! I want an answer to my query!