Consultant refuses to assist.

My query has been left with Rabia Hassen of the Billing Dept since the 7th of January 2016. I have been informed by management at Telkom Mobile, that the reason my account has not been sorted is due to Rabia Hassen not handling his/her aspect. He has been attempted to be contacted by multiple teams and ignores all calls according to, Thembelihle Phungula and Brenda Tshikudo, mangers at Telkom Mobile. I would like for a change of consultant or for the consultant to be dismissed so my account issues can finally be resolved. I cannot believe a single consultant is responsible for over 20 case number and refuses to assist.