Finrite Disappointing service

I'm in understanding of the Covid19 epidemic however as a we on Level 3 of this Lockdown and I am not happy with the non service I'm receiving. I reported my phone ****** in March, got a call back from a dizzy advisor talking about a different phone and now I got a sms asking for Excess fee but amidst everything I cant get hold of Finrite telephonically or through email. What kind of service is this??? 8 million people are back to work so it cannot b ethat there is no one at work at Finrite. Can the Ombudsman look in to this matter. Cause Telkom is of no help!