Appalling attitude by the agent & slow service

I reported a fault on the 10/04/2018 around 15:00 , reference number: 286CRK100418, the fault was not attended to on the day. I then called on the 11/04/2018 to make a follow up, I was attended by the agent Mandisa who was very rude & just didn't have time to listen and explain how the Telkom system works , her attitude was just appalling . I asked to speak to her supervisor , she then put me on hold for more than 10 minutes. I called back and was transferred to Nkosinathi (Nathi) which I believe is the team leader , I requested that he listen to the call & advise if that's how the agents are trained to respond to the customers. He promised to call back and I am still waiting for his call.

The fault is still not attended to (3rd day), whenever I call the call centre I am told that there's no new development on the status of the fault (its still with the testing centre, it has not been given /allocated to the technician).

How long does it take the test centre to locate the fault and give the technician to attend?