Appalling Call center service

Beginning of December I received a call from Telkom Lawyers that i have been handed over as I alleged have an account with Telkom that i have not been paying. I then called Telkom to find out more about this contract i allegedly have with them only to find out that someone has opened an account with my details therefore making this account **********. I opened a case with all the documents and I got feedback with case number that i would get feedback within 72 hours - which im still waiting. I then call the Telkom Call Center and a guy by the name of Lerato wasted 28 minutes on the phone with me without giving me feedback and information that i needed. I asked if i could please speak to his superior and clearly said he will not transfer nor give me contact details of his superior.