Poor Customer service

I had a bad experience with Telkom. I needed a refund of sorts, a supervisor asked me to email my documents, of which I did, Mr Moyo, now since I've been in retail, I have a very high standard wrt customer service, hours later, my request was not seen to, not even touched on, and I had to contact them again, of which a young lady very quickly sorted me out, and she was not even in the capacity of management.

I expected better and more from the supervisor.