experienced a very poor service

I have app**** for a contract modem advertised early December 2015 at the centurion branch, where i was told no stock available, however stock will be available in the next 2weeks. I drove to the store 3 times to check for my application still no stock, that was end January. My 1st question is: why Telkom advertised things they do not have in store. I went to the store again during the 1st week of February and I was told my application was rejected due to low credit store. I asked the guy in front of me why I wasn't called and informed and he couldn't give me an answer. however, he told me my credit score are low.... I told him i do not just open accounts for credit score, i have one account which is in good standing and sufficient money to cover all the cost. I then ask to make a once of payment of R2400 which is a amount after the 2 years. Since then i wrote to telkom every time but no call or feedback regarding this matter but the only response i get is that your query has been escalated or sent to the special unit or will be dealt ASAP. how long does it take you to resolve a complain? 2 years?