Manager never called me back

I have been trying to get my old internet re-connected since last week. I have called Telkom nearly twice a day but no one can help me. I spoke to a Manager Name Nikiwe, and she promised to call me back before the en of business yesterday. I just called in and I was on hold for 40 min!!!! I pay Telkom on time every month but when I need Telkom to help me I just get transferred from one department. This is very very frustrating as I'm loosing business waiting for Telkom to help me . Why do I pay so much money for service this poor??!!!