No response or Resolution

When I took out my contract, I was told that calls to Telkom landline numbers are free (up to 3000 minutes per month). If I do a simple calculation, that would mean I would need to be on my phone for 100 minutes per day, or a total of 50 hours in a month. I am not on my phone for that amount of time in a month. If I am on my phone for 100 minutes per month, it has been alot for the month. I am being charged for Telkom to Telkom calls though, for approximately 17 - 25 minutes over and above my 3000 allocated minutes. I logged a call on 29/08/2017 with a gentleman named Mpumelelo, who ensured a turn around time of 72 business hours. Today is 21/09/2017 and still no response. I have called for feedback, told it was escalated. I have attempted to use your live chat service. I spoke to Samantha on 18/09/2017 who said she escalated my query to her manager, and before I could write down the name correctly she ended the chat and that information disappeared. I am now on a live chat, I have waited for 16 minutes for someone to respond, never mind disappoint me again. I need an answer, a justification, or explanation at the very least. 4 weeks to answer a query that was meant to take 72 hours makes a customer concerned.