After several calls and emails still no response after 3days

My mom in an old age home whose only companion most hours of the day is her DSTV. When complaining on Tuesday that nothing is working I contacted ********** 222 and spoke to Maxime who promised to help. I also confirmed my tel no and email address. It was found that I incorrectly made a payment into my dads account who passed away 3 years ago. I emailed her the proof of payment and also ********** - only response was acknowledgement that contact will be made within 24hours which never happened. I phoned again and spoke to Lerato and then again to Nokonya on Thusrday afternoon who put the phone down in my ear. It is Friday and still nothing!