complain

i have app**** online for cellphone on telkom website i agreed about the access fee that they must deduct before they delivery a phone to which was done on the 09/05/2019 and then i was promised that someone will contact me in 24 hours, since then no one has contacted me i have done follow ups on numeral times and what i get is the matter is been escalated to the back office and this is the 7th day since they deducted and response received from this company