Bad service and not being transparent and communication.

I have made an enquiry with Nudebt requesting a prescription letter on 3 weeks ago. A consultant by the name Thabo sent a reply advising they will send a escalation with Telkom regarding the request. However I received an email on the 27th June 2024 advising my query was received and ref no ***6. Surprisingly they advise me to call in why, whereas I have sent them an email and awaiting for my letter. Am so disappointed in Nudebt Management.