Dispute query unresolved

I had a problem with the billing and telkom overcharging on my telkom account. I did a review here, stating my problem, and Telkom social media team promptly responded to me saying that they've received the query, and that their account department would sort out the issue and advise them accordingly. It's been two weeks now, the issue hasn't been resolved and I hadn't heard from them despite trying to get in touch with them. They gave me a reference number for the query REF:AI ********** . TELKOM SOCIAL MEDIA TEAM.. please help?! My landline number is ********** 156