Selldirect poor services

We had a dispute with Telkom for deducting R850 cancelation fee. For almost a year and then on 4 February 2020 selldirect made Contatc with me and advised that they will handle the matter. I was informed that a voice recording would be requested from Telkom. After not hearing from selldirect again, my wife called them and the lady who was dealing with our query advised that she got the voice recording and that she will be listening to it and get back to us. 5 whole months later and still no response from the lady (WE DO NOT WANT TO DISCLOSE HER NAME AS YET) I've sent emails and no response from selldirect. Last week my wife called and they advised that the person looking into the query will Call me, well a week later no call. Is this how selldirect deal with issues, no feedback, no returning of calls???? Utterly disgusted