Air time Query ( refund)

I'm currently having a very bad experience with Telkom mobile, I raise a query with the contact center for an air time query and was told that the response time is 72 hours. The fault was created on Friday and till to date no response /feedback from Telkom. I tried to follow up and the call center is a joke. You stay on the line for more than 30 mins before talking to an agent who still can't assist with the query . I was put on hold again for the manager and he/she still can't provide a resolution or information. On the 25-04-2019 I spoke to Senenhlahla and we created the fault. today 02/05/2019 spoke to agent Bongiwe and manager Sibusiso still no help.