Billing query taking too long

I have logged a billing query with Telkom on 21 July 2020. I received partial feedback on 31 July 2020, my matter was then elevated to a dispute with ref number *** on 02 August 2020. I have since then been sending numerous emails bagging for feedback, I the receive feedback on the 11 September 2020. The feedback did not address my main concern and I tried engaging with the sender but no they don't respond to email, they don't investigate matters and tell you they are going to charge you interest on the matter that is under query. I have been seeking their attention but no it seems as if I'm dealing with robots.