Disappointing service from Telkom

I have a data package contract with Telkom which is used by my son from his student days and he continues to use the account for the data package in his current job. The account has been in place for many years and is paid by debit order off my banking account with a 100% payment record. Recently, the account went R30-50 over the limit and was stopped which impacted my son in his work and online activities. We went to Telkom Gateway on 14 Feb 2025 to see a consultant to sort out the account. He said the account should not have been stopped and he will log a query to have it sorted out. His service was not good and my comment to my son was that I would give him a rating of 3 out of 10. 18 Feb 2025 - matter not sorted out and no follow up from the Telkom consultant. 18 Feb 2025 - I called at the Telkom La Lucia branch and asked to see the manager. After a little wait, I met with him and explained the position of the account. He was not keen to get involved and wanted to pass me to another staff member. I made a bit of a fuss and asked him how the account could be regularised. Could I make a deposit to the account to move the matter forward? I made a deposit of R200 at the nearby Pick and Pay branch and came back and handed the receipt to Aaron at the Telkom branch. I was told that the deposit will reflect overnight and that they will come back to me the next day (19 Feb). 19 Feb - no contact from Telkom. Fortunately, I took down the numbers of Brenton and Aaron and called Brenton at about 11.00 on 19 Feb. He said that he was busy with a report and could not attend to me. I then asked for Aaron who took my call and said that he will follow up the matter and call me back. Aaron did call me back before 12.00 today 19 Feb to advise that the account has been regularised - 5 days after reporting the matter to Telkom. He confirmed that the account had a 100% payment record by debit order with a good credit history. I thanked him for the call back and for his service. Why then all the fuss and bother by Telkom about stopping an account for R30-50 which has operated in their books for a few years with no payment problems? Why are the Telkom managers shut off from the customers behind solid wooden doors and are not customer engaging? Are writing reports more important than customer engagement? Disappointed with the service from Telkom.