Incompentent staff at call centre

I have been trying for 3 months to restore my voice mail service that just disappeared for no reason. I followed up last week again, was told it will take 48 hours and given a reference number Ref no- ***. When I followed up again to day the operator was completely ***********, I asked to speak to a manager. I was put through to Mark- a \Senior Manager"in Cape Town who told me they did not know what the problem was"