No Response and Boarderline Ombudsman Action

I just cannot believe that a listed company can be so poor at service. A year back i lodged a claim under the reference [#***4] to which i still have not received a response. I then proceeded in paying myself to get the phone fixed because of the lack of service which amounted to R1700. I have now lost/have had ****** my phone and i have done all that has been requested of me in terms of procedures to lodge a claim (Police Case, Blacklist Number) under the reference [#***4] to which i have had zero response. I have left the phone on hold for two hours and no one answers. If i dont receive assistance in this regard i will be lodging a complaint with the Ombudsman as i am paying every month for a service that is non existent.