Phone still suspended 5 days after a payment without an explanation

I made a payment via payment option I was provided by Telkom which i was promised would reflect immediately. 5 days later I'm told the payment has not reflected even though the payment profile was forwarded to Telkom 2 days after the initial payment. I have heard different stories from different agents as to why this is happening and i have requested to speak to each of their team leaders and was promised a call back but no one has called me back. I have also sent proofs of payment but still nothing has happened.