***8 - service failure

I have logged an fault with Telkom on the 11December2018 and followed up several times to check progress, after I was told that I’ll get feedback within 48hours - to my surprise I received a message on Friday to say my case number ********** 8 has been closed without me getting any feedback- I called in today and was told to logg another case - Telkom is this the manner in which you treat customers- please assist