Case:***2 SM108420 20days later still not reso

i received a voice message this morning regrading the above mention case from Eric - in the message he mentioned sending me an email regarding my case - 5 hours later I still haven't received that email and when i try to call back, there is no response. I have been sending emails and receiving unsatisfactory responses - it seems that i only get any response at all when i complain on hellopeter but my direct replies do no get attended to. Instead i received an email claiming i haven't made contact and therefore the case will be closed. How can a case be closed before its resolved? When i respond no one writes back. I went to the telkom in rosebank mall to return my device and they could not take it as my contract still appeared as active and the lady who helped me said it would be concluded by Friday 22 May 2015 and would give me a call - so convincingly she took my number and reassured me they will resolve this matter. Today Monday 25 May 2015 its still is active and no feedback from the lady at the telkom store in rosebank as promised. I have been sent back and forth from one consultant to another and 20 days later its still not resolved and my request for cancellation not done