No Turn around time for Enquiries on Telkom + bad customer service

I Spoke to a Telkom agent about my inability to purchase a Monice Data bundle option on my phone, I explained that I can purchase the 1st 2options but the 3rd option won’t allow me to purchase even though I have sufficient funds and get a notification : thanks me for my request and will be processed in a few minutes . Needless to say the few minutes never manifest. And funds are not deducted. She told me she escalated my query to Telkom Technical department and said there is NO turn around time for resolution of my query. So I can literally wait years for response??? This is bad business. How can there not be any feedback time atleast to let me know you are working on my request and how far you are with it. Keep me informed with progress and ease my distress as your customer. At this point I am left in Limbo and certainly not valued as a customer. I expressed to The agent that if no one has made complaint about turnaround time, for her to log it as an issue . She went dead silent on the phone and then after I said hello to her twice she hung up on me . Unfortunately I did not get her details .