NON delivery, passing the backed, bad service

Cell C did contact my husband on 12th and told him the block on the account in question will be lifted with-in 2 hours. This did not happen and Jaco tried to phone them on the 13th. After typing my number as requested he was advised that the account was suspended and they can't take the call. On the 14th after sending more mails we were called by Pumla. We had to tell her the story from the start. She said but Cell C did not do anything wrong because our arrangement were done with the wrong department. This is really unacceptable. I also told her that Moses Mo***eng told me on the 5th that his supervisor would call me on the same day, it did not happen. Pumla checked the system and told me that the note Moses made was that he told me he will send the complain to legal. This is a huge misrepresentation. I told Pumla that this is unacceptable and it needs to be rectified the same day. She told me that it can't be because the other departments isn't working on a Sunday. I told her that it must be done the next day at the latest and she told me she's not working on Monday and I will only get response on Wednesday. I asked her to hand the complaint to another Cell C employee to help me