Locked account

I had reported this about three weeks back that telkom debited my account R3170.00 in May. The first amount was R1578.00 on the 15th of May and R1578.00 on the 29th of May. I went to the store several times and I could not be helped and their reason was they are offline. I then logged a call on their app and they called me on the 6th of June and I spoke to a lady who then confirmed that my account is updated and she had sent an email to the accounts department to unlock my account and that would be done in three working days. It's been a week and a few days now and my account is still locked. My payments were made on time last month as has always been the case. I have not heard anything from them and no one is able to help from the stores.