Shocking decline in service at Takealot, and dishonest consultant

Compared to the service received from Takealot in the past, this is shocking, what is going on there?: ( ********** 4) - Ticket Ref # ********** was closed without doing anything, just to prevent me from responding to the quality survey for that ticket. I told the consultant I was going to complain because nothing was done for four days because the consultant "could not open the attachment" which was a simple MS Word file of the screenprint of the error code. So the consultant responded by closing the UNRESOLVED ticket to prevent me from using the survey to complain!?! This is more worrying than the original issue, which was that the e-book I received was faulty. I have successfully bought and read 7 e-books from Takealot to date, I have no problem with it, but this one was faulty and I want my credit back. Ironically, I had that credit because Takealot could not deliver my previous order, you advertised products that do not exist anymore! Now in addition I require a probe into how these staff members are being recruited, because this is NOT the great Takealot that I did business with in the past. Something is wrong over there nowadays.