No response from a communications company

I am an existing Telkom client with 2 mobile device contracts and 1 data contract, all of which are eligible for upgrades. I app**** online for an upgrade of 1 of the cellular contracts and I called in for a new application also. I did recieve a sms saying that the online upgrade was pre approved and while on the call for my new application, I was told that one was also pre approved.

My problem is that I have called & emailed but there has been no response for days. I even have screenshots of calls going on for 59 minutes and 30 seconds where it then cuts of just before it reaches the hour. How is it that they have agents answering within a minute for "new sales" yet nobody is able to take calls for customer service????

I am about to lose out on a Samsung promo that's about to expire and the delay thats being caused by Telkom is unacceptable....